Interaction Optimizer®

Multichannel workforce management
Interaction Optimizer is a workforce management software application that simplifies the process of scheduling agents in multichannel contact centers from 25 agents to thousands. Along with simplicity, the other benefits of Interaction Optimizer reflect its name, as your contact center optimizes operational performance and service overall.

More consistently achieve service goals across multiple channels
Improve agent effectiveness and satisfaction
Generate more accurate forecasts
Enhance scheduling effectiveness
More proactively monitor agent activity, adherence and operations, in real-time

Part of an all-in-one solution
Interaction Optimizer is built into the Customer Interaction Center™ (CIC) platform and application suite from Interactive Intelligence and requires no third-party integration. In delivering integrated workforce management functionality to the contact center, IT professionals appreciate the CIC system’s common interface to inherently administer Interaction Optimizer and associated supervisory monitoring applications in CIC. Compared to other workforce management systems and point solutions, Interaction Optimizer results in a much lower total cost of ownership.

Functionality to achieve best results
Forecasting

Leverage CIC’s historical ACD data to make forecasting a seamless process
Anticipate interaction volumes for phone, email, and web chat
Assign optimal headcount to manage given forecasts and assist HR in agent planning

Scheduling

Generate agent schedules that accommodate vacation time, preferences, schedule changes and variances, labor/union laws, employee availability and skill matching
Simplify scheduling process for administration, and identify shortages and overages in demand
Improve employee/administration satisfaction with scheduling flexibility and “what-if” scenario capabilities

Intraday monitoring and reforecasting

Account for unexpected events and re-establish realistic expectations for the day
Provide up-to-the-interval reassessments based on observed behavior
Set temporary service level or ASA goals
Revise volume, average interaction time or after call work times

Real-time adherence

Monitor agents’ adherence to schedule at all times
Provide proactive control and feedback
Ease service level monitoring via an on-demand recording feature (optionally available)

Cloud-based or on-premise… you choose
Interactive Intelligence offers your choice of a complete on-premise solution, a cloud-based solution, or a managed service. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.