Supervisory application helps contact centers improve quality
assurance by giving managers untethered access to information
Configurable dashboard that gives supervisors untethered wireless
access to real-time speech analytics scores and statistics, as well as
service levels by workgroup, queue, agent and interval.
Real-time alerts that notify supervisors when pre-determined
performance thresholds have been exceeded, such as average hold time.
Agent locator display that shows supervisors where agents sit, agent
status (e.g. “At Lunch,” “In a Training Session,” etc.), agent photos,
and agent skill-sets.
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of
software and services designed to improve the customer experience, has
released its mobile Interaction
Supervisor iPad Edition™ application.
The application runs on an iPad or iPad mini giving contact center
supervisors and managers greater mobility for improved quality assurance.
Interaction Supervisor iPad Edition™ offersmid-size to large contact centers the following:
“Plain and simple, contact center managers are more effective when
they’re on the floor, visible, and accessible to agents,” said
Interactive Intelligence Chief Marketing Officer Joe Staples. “However,
the challenge has been that once out of his or her office, managers lose
visibility into statistics needed to do the job. We designed Interaction
Supervisor iPad Edition™ to help supervisors react
more quickly to agent and customer issues wherever and whenever. Faster
decision-making based on detailed, real-time statistics means
organizations can further improve their customers’ experience – and
that’s what we’re all about.”
Interaction Supervisor iPad Edition™ is part of
the company’s all-in-one IP communications software suite, Customer
Interaction Center™ (CIC). CIC provides a wide range
of multichannel communications applications for contact centers and
enterprises, and can be deployed via the cloud or on-premises.
Interaction Supervisor iPad Edition™ is
available immediately and isoffered through the
Interactive Intelligence channel of more than 350 global resellers, and
through the company’s direct sales team.