Interaction Web Portal™

Give ‘em what they want, when they want
Interaction Web Portal (IWP) seamlessly integrates with the Interactive Intelligence Customer Interaction Center® (CIC) to give decision-makers an open window into the CIC system, and into every detail of their business and customer service operations.

Real-time statistical dashboard
Historical reporting
Remote live call monitoring
Streaming call recordings

With IWP, stakeholders outside the contact center get a single inclusive environment to view near-real time statistics, pull historical reports, hear live agent calls, and listen to streaming call recordings — all at any time via secure web access, from anywhere.

So easy, your executive can do it!
Empower executive management and key stakeholders to access critical business information, operational data and reports on their schedule and in one place. Organizational leaders access all the information they need, while the CIC system administrator controls which reports are made available.

It’s an outsourcer’s competitive advantage
A contact center outsourcer must be able to provide reports and statistics regarding their program’s operations, often to multiple end clients. But they must also be able to maintain separation between each client’s data and operations. IWP equips a CIC administrator to partition and create unique views and access for each end client and their users. Securely.

Enable agent self-assessment, improvement
Promote your agents’ growth and continued improvement. IWP allows contact center agents to access their own call recordings, along with any associated score cards, from their management and quality monitoring team. From there, the path to becoming a more effective agent is endless.