Give decision makers the tools to make good decisions.

Interaction Web Portal (IWP) seamlessly integrates with Customer Interaction Center™ (CIC) to give decision makers an open window into their business and customer service operations.

With IWP, stakeholders from within and 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 call recordings —anytime, anywhere via secure web access.

So easy, your executives 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.

A competitive advantage for outsourcers

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.

Agent self-assessment, improvement

Promote agent 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.

Get an instant view of the contact center.

Real-time statistical dashboard

• Monitor service levels instantly
• View key performance indicators (KPIs) and other statistics
• Display data in numeric or graphical format
• Use color indicators to depict performance level

Historical reporting

• Configure, view and email reports on ad hoc or scheduled basis
• Allow system administrators to control viewable data for each user

Remote live call monitoring

• Enable live call monitoring from remote locations
• Grant access to specific workgroup queues

Streaming call recordings

• Eliminate the need to download audio files locally
• Make recordings available based on user name and passcode
• Grant individual agents access to recordings and scorecards
• Search recordings based on date, time, agent name, workgroup or location
• Pre-define recordings to eliminate complex searches

Outsourcer secure client access

• Grant clients access to dashboards, reports, monitoring and recordings
• Securely partition access for each client based on user name and passcode
• Clients display company logo to increase their brand awareness

• Customer Interaction Center™
• Interaction Analyzer™
• Interaction Feedback®
• Interaction Optimizer®
• Interaction Recorder®

Find a partner that cares as much about your business as you do

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

• Client Success – Partner with a team committed to your success
• Professional Services – Tap into experience from thousands of deployments
• Education – Get the training you need to hit the ground running
• Support – Ensure the heart of your business doesn’t skip a beat

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Workforce Management: It’s more than just software

Product Brochure

Interaction Web Portal