Todd Zerbe, director of product development for Interactive Intelligence’s (News - Alert) Client Group recently spoke with TMC at Interactions 2011 Conference that was held from May 24-26, 2011 in Indianapolis, Indiana.
Interactions 2011 Conference is an annual conference that has been created to provide participants with the information that is crucial to improve their business such as best practices, networking and how to better use your Interactive Intelligence products.
There was a lot of talk at this year’s conference regarding the announcement and introduction of CIC 4.0. Zerbe said, “There a lot of improvements across the board in this new version of the platform and Client Group was heavily involved in the development of this product.”
There were multiple improvements within the feature sets and functionalities of this product. Zerbe commented, “There are so many things that we have done with this release, it’s hard to even summarize. From our group, the one thing that I would say is its sort of an all-in-one offering. We’ve always had an all-in-one solution, but with this release we’ve taken and written one of our products Interactive Supervisor into an application that we have called Interaction Center Business Manager. What that allows you to do is gives you one application where you can go in and do all high quality monitoring, adherence reports with an optimizer so workforce management and get access to recordings and quality monitoring that way, monitoring for queues and all speech analytics and reports from a single interface. I think that’s really strengthened our all- in-one solution story.”
“This product has been somewhat consolidated. We’ve always had a single point of administration but in terms of some of the different product offerings that we’ve had, Interaction optimizes our workforce management interaction, quality monitoring and then some of our other core products that have had different interfaces and this sort of brings all of those to the same application. If you’re the manager or supervisor of a call center or interested in those various areas of the call center, you can see that in all in one place,” Zerbe added.
Essentially, one way of looking at this is taking those web administrative interfaces and taking the pieces of them that are appropriate to what you want to do and combining them into one interface.
Zerbe stated, “Most of the applications in Interactive Center Business Manager are desktop- based apps, so we do have a stronger offering in our web based apps as well as web client and new web administrator that will soon be released.”
“Those things are again big features that we are releasing as part as 4.0, in addition to that some of the architectural changes that we have made include a higher level of scalability and reliability. As we went through architectural changes, one of the things that have come out of it as we always had an open platform is now we have third part API. Due to this, the product has become more robust and many things have been added to it such as real-time statistics. Many things that can be done with applications, customers can integrate with and bring statistics or call control into their own apps if desired.
Interactive Server being a client server- based solution, our group being the Client Group, we write many client apps like Interaction Client and Interaction Supervisor so we deal with interfaces. But over time, we have taken on a few of the server side systems as well. We are very involved in the rewrite of our Interaction Supervisor as a number of different features for Interactive Client have been added,” Zerbe said.
Zerbe added, “One of things we are doing right now as we are so focused on reliability and scalability, is we have meetings with the testing department where we go through latest tests and scenarios to simulate large deployments to many thousands of call center agents and supervisors. As the simulation takes place, we work out issues you might have in large deployment.”
“Processing to media servers is a huge architectural advantage for us going forward. The biggest buzz around the speech analytics product as far as the stuff we are able to do so far such as tagging and recording and being able to in real-time monitor calls and alert somebody when there is a call that is not going maybe the way it should be, that stuff I think is so cool and what we have done is really just scratched the surface with the sort of the technology that has been developed with analyzer products. I’m most excited about that not just 4.0, but the future of all the products going forward. It’s going to be big.”
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves