Interaction Tracker 4.0 by Interactive Intelligence

Know more about your customers to deliver service that earns their loyalty and wins more business

Business starts with contacts. But winning sales and converting customers into champions for your business means knowing each customer in order to deliver exceptional, personal service. Interaction Tracker 4.0 is an intelligent solution to track individuals, contact information and interactions more precisely — and ensure that every person in your company has exactly what they need to make each customer know they’re important.

Customer info, interaction history, and service options in one place

Interaction Tracker is an installed feature in the Interaction Client® .NET Edition, the desktop interaction management interface in the Interactive Intelligence Customer Interaction Center® (CIC).

At the user level, users easily add, search and quickly identify information for a customer. Information includes the customer’s organization, department, and location. The Tracker menu bar in the Interaction Client lets users also see interactions by media type: phone calls, emails, web chats, faxes, social media alerts, and custom objects.

At the organizational level, Interaction Tracker lets your business effectively trend and analyze the contact patterns of customers. Say you start a new ad campaign — you see how many customers are calling and how frequently, in addition to how many members of certain demographics prefer web chat or email over making a phone call. With such differentiators in full view, your business is better able to adjust the parameters of its campaign accordingly.

Interaction Tracker 4.0 Call Resolution

When a new call comes into the Interaction Client, a Reverse White Pages lookup is automatically performed against the incoming Caller ID. If one or more matches are found, the call is then resolved (either automatically or manually) to one unique Interaction Tracker contact.

Bringing all your interactions together – Related Interactions.
Customers don’t like having to repeat themselves or explain what’s already occurred. Interaction Tracker helps prevent that from happening. Related Interactions automatically provides a list of all previous interactions with a contact, getting users quickly up to speed on previous history and helping your company deliver better service more quickly — resolving issues faster, reducing hold times, and avoiding frustrating repetition for the customer. A collapsible notes pane allows users to also view and edit notes about a related interaction

Know the history of your customer – Conversation History.
Customer satisfaction increases when an agent is prepared for the call and knows the history of the customer. Conversation History conveys interaction data along with a collapsible notes view, giving agents automatic search capabilities based on a Tracker contact, organization or location history of all interactions in which a given contact was involved.

Customize Tracker to your needs – Interaction Tracker 4.0
Configuration. With Interaction Tracker configuration options directly within the Interaction Client, users can configure the match criteria that specifies how the related interactions relate to the external caller, the date range in which to search for interactions, and the maximum number of interactions to return and display. Users can additionally choose which columns are visible in the related interactions list view

Speed the process to organize and search for tracked interactions

Quickly locate your interaction – Find Interaction, Basic.
Locate interactions quickly based on the given criteria.

Target your interaction search – Find Interaction, Advanced.
Perform more targeted searches by specifying additional criteria specific to interactions, contacts, organizations or locations. Query results allow a user to review the matching interactions, and drill down to details on each interaction if desired

Interaction Tracker 4.0 Call Resolution

When a new call comes into the Interaction Client, a Reverse White Pages lookup is automatically performed against the incoming Caller ID. If one or more matches are found, the call is then resolved (either automatically or manually) to one unique Interaction Tracker contact.

Bringing all your interactions together – Related Interactions.
Customers don’t like having to repeat themselves or explain what’s already occurred. Interaction Tracker helps prevent that from happening. Related Interactions automatically provides a list of all previous interactions with a contact, getting users quickly up to speed on previous history and helping your company deliver better service more quickly — resolving issues faster, reducing hold times, and avoiding frustrating repetition for the customer. A collapsible notes pane allows users to also view and edit notes about a related interaction.

Know the history of your customer – Conversation History.
Customer satisfaction increases when an agent is prepared for the call and knows the history of the customer. Conversation History conveys interaction data along with a collapsible notes view, giving agents automatic search capabilities based on a Tracker contact, organization or location history of all interactions in which a given contact was involved.

Customize Tracker to your needs – Interaction Tracker 4.0
Configuration. With Interaction Tracker configuration options directly within the Interaction Client, users can configure the match criteria that specifies how the related interactions relate to the external caller, the date range in which to search for interactions, and the maximum number of interactions to return and display. Users can additionally choose which columns are visible in the related interactions list view