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Interaction Optimizer®

Schedule agents with ease.

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

  • Achieve service goals across multiple channels
  • Improve agent effectiveness and satisfaction
  • Generate more accurate forecasts
  • Enhance scheduling effectiveness
  • 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 and requires no third-party integration. IT professionals appreciate the CIC system’s common interface to inherently administer Interaction Optimizer and associated supervisory applications. Compared to other workforce management systems and point solutions, Interaction Optimizer results in a much lower total cost of ownership.

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.

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
  • Leverage shift bidding for greater agent schedule control and improved productivity
  • 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 on-demand recording feature

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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Whitepapers

Workforce Management: It’s more than just software

Product Brochure

Interaction Optimizer