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Interaction Decisions™ is long-term strategic planning software designed for contact centers that uses data from third-party sources such as ACD, workforce management, customer feedback, and payroll systems. This proven solution helps address your most common and complex business challenges.
Interaction Decisions quickly calculates and updates all impacted metrics automatically – giving planners the information to make real-time decisions. Discover the organizational impact caused by changes in seasonality and customer behavior within seconds of running simulations.
Spend less time producing spreadsheets and more time analyzing the best course of action. Interaction Decisions provides accuracy through custom, discrete event simulation - giving analysts the facts to validate output at any time.
Depending on your needs, select a premises-based or cloud solution at a fixed monthly cost.
At its core, the goal of forecasting for a contact center network is to ensure the right resources are in place to get the job done in the most efficient and profitable way.
Forecast accurately and plan correctly, and you’ll achieve efficiency, profitability, consistent service levels, and happy agents. Forecast poorly, and you’ll end up with a big expensive mess of a contact center operation
We define performance forecasting as:
Interaction Decisions uses eleven different mathematical methods, alone or in combination, to predict weekly, monthly, annually, and multi-year scenarios for any planning input metric.
Forecasting contact volumes, handle times, and shrinkage is an important step in planning. But it’s in step two, determining the impact of those forecasts on the overall business, that planners really earn their keep. Because it’s in this step that you should be able to accurately answer questions like:
Performance forecast focuses on the questions and analysis that matter most. It helps you answer the big-picture questions, because these have the greatest impact on your company.
The Interaction Decisions implementation process is engineered for speed and quality – and minimizes workload requirements.
Our experienced team of project managers, many of whom have advanced degrees in operations research or industrial engineering, are directly involved and accountable for the success of your Interaction Decisions implementation.
We provide comprehensive telephone and email support to our customers and have a proven track record resolving support issues. Every member of our support team has extensive experience with Interaction Decisions and solving real-world contact center planning analysis challenges.
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