Interaction Optimizer | CPI's Interactive Intelligence Blog

New Features Included in Interactive Intelligence CIC 2015 R4

Gavin Waggoner You may have noticed an increase in the frequency of CIC releases. This is in keeping with Interactive Intelligence’s new development model which includes faster and higher quality release cycles. In this blog I’d like to highlight the latest release, CIC 2015 R4 which was made available on August 11, 2015.

3 Pillars of Workforce Management, Part 2

In my last post "3 Pillars of Workforce Management, Part 1" I addressed the important role of the Real-Time Analyst. This person knows the trends of your call center like no one else and is literally the eyes and ears of your center.

Today, I want to focus on the Forecaster - your small group of trend setters and number crunching gurus. Let's start with looking at this group's critical contribution to the center and conclude with tools that can help your Forecasters be even more effective.

Exceed Your 2015 Workforce Management Goals with these Interactive Intelligence Tools

By now most companies have either confirmed or are in the process of creating their budgets for the 2015 calendar year. For call centers, the Workforce Management team is a critical part of gathering and forecasting information to meet short-term and long-term goals.

Interaction Optimizer and Interaction Decisions are the perfect tools for your Workforce Management team to get your company meeting or even exceeding those call center goals.

My Top 5 "Can't Miss" Sessions at Interactions 2014

Ruth Lochary

In less than 3 weeks, Interactions 2014 begins! This is the Interactive Intelligence global conference that brings together customers, partners, analysts and the Interactive team for several days of learning, discussion and some fun. If you haven't signed up yet, there's still time - click here!

Interactive Intelligence Announces Release of SU12

Ruth Lochary Interactive Intelligence released SU12 for its CIC 3.0 platform on Friday. We wanted to get a quick blog post out to let you know what you will find in SU12. Here are some highlights:

Interaction Optimizer Update From the Interactive Intelligence Partner Conference

Ruth Lochary I recently had the opportunity to attend the Interactive Intelligence Partner Conference. This is our opportunity to meet with the product marketing and development folks, hear what new things are coming and share with them what we hear from you – our customers.  I attended many sessions and came home with lots of good information.  I’ll try to update you on all that I learned over the next few blog posts.  Today, I want to let you know what’s new with Interaction Optimizer.