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Interaction Director is an application that enables the Customer Interaction Center™ (CIC) solution to route calls, emails and faxes to the location that can best handle them — up to hundreds of thousands of interactions per hour using a single Interaction Director server and CIC’s multichannel ACD.
In addition to calls, emails and faxes, the CIC-Interaction Director combination just as easily routes generic media such as CRM trouble tickets and order system verifications. Or when used with CIC and the Interaction Process Automation™ (IPA) solution from Interactive Intelligence, Interaction Dialer makes it possible to route and automate IPA-based business process tasks and work items.
With two or more locations connected by a wide area network running TCP/IP and using CIC, Interaction Director helps smooth bumps and spikes in interaction volume.
- Intelligent load balancing to scale operations, including configurable call routing rules to define overflow handling, best site/agent routing, etc.
- Reduce agent costs and turnover by leveling interaction loads for all agents
- Flexible multichannel routing according to agent skill sets, queue levels and other data
- Real-time supervisor views of workgroups, agents, interactions and route detail
- The flexibility of CIC’s standards-based architecture for:
- Lower deployment, operation and maintenance costs
- Inherent disaster recovery — routing interactions to an alternate site when necessary
- SIP-based remote access for at-home agents and supervisors
In one seamless process, our call routing software communicates in real-time to the registered CIC servers in multiple locations, gathers data relevant to queues, users, workgroups, skills and other interaction factors, and stores that data for quick access to make routing decisions automatically.
Pre-call and post-call routing in Interaction Director uses the SIP standard to allow for third-party SIP-based integration.
Pre-call
- With any carrier that provides a basic SIP messaging translation
- Calls to any IP route point in a contact center’s LAN/WAN
Post-call
- Calls to any IP route point in a contact center’s LAN/WAN
- Route emails, faxes and generic media such as trouble tickets and order system verification