Interaction Optimizer

Interaction Optimizer brings innovation and workforce management together as the core component of Interactive Intelligence’s WFM solution for small to large-sized contact centers. Seamlessly integrate the Interaction Optimizer application module with the Customer Interaction Center® (CIC) IP contact center platform, and the benefits reach beyond simple forecasting and scheduling.

• Improve agent effectiveness and satisfaction.  
  Make any agent workforce inherently more effective with Interaction Optimizer’s intelligent forecasting, scheduling and real-time adherence.
• Generate more accurate forecasts via historical ACD data
  By leveraging CIC’s multimedia platform and historical ACD data, Interaction Optimizer generates forecasts based on specified dates, media type, skill sets, and configurable time units - functionality that WFM product integrations from separate vendors can't achieve.
• Enhance scheduling and adherence.  
  Along with combining historical data and projections for more accurate forecasts and scheduling, Interaction Optimizer weighs agents’ time-off requests and schedule changes to balance anticipated interaction demands with agent skills and preferences. Thereafter, Interaction Optimizer communicates real-time adherence that lets supervisors ensure consistent, quality service levels at all times.
• Fully integrate to CIC and centralise administration, no third-party integration required.
  Interaction Optimizer’s robust functionality eliminates the need for third-party integrations, upgrades and prolonged implementation times.