Knowlagent’s RightTime Intraday Management Now Integrated with Interactive Intelligence ACD
Integration with call center ACD allows centers to aggregate idle time to improve agent performance.
Posted Jun 26, 2012
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Knowlagent, a provider of intraday management solutions, has further enhanced its library of ACD integrations with the inclusion of Interactive Intelligence Customer Interaction Center (CIC) ACD.

This integration will transform slivers of idle time occurring naturally within the call center environment into productive sessions for call center agents to complete activities that would otherwise require scheduled time away from call handling. Agents complete off-phone work from a personalized and prioritized activity queue which includes coaching, training, or back-office work.

RightTime works in conjunction with Interactive Intelligence's CIC ACD to dynamically respond to changes in call volume and find time for agents to complete off-phone activities. RightTime delivers sessions directly to agent desktops while monitoring ACD metrics to ensure service levels remain in compliance.

Customers currently using this type of integration leverage the technology for many purposes; from driving customer satisfaction to incorporating back-office work into the call center. Examples include the following:

  • One customer increased throughput of training delivery by 400 percent, compared to manually scheduled sessions;
  • Another customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent;
  • A customer created blended agents to assist with data-entry or claims processing.

"The volatility of call volume often prevents agents from completing the training and coaching activities that help develop agents' ability to provide personalized customer service; and agents are sitting idle for nearly an hour each day," said Matt McConnell, CEO of Knowlagent, in a statement. "Now that Interactive Intelligence CIC ACD is RightTime-enabled, organizations can use idle time to restore contact center productivity and use this found time for FCR or other customer satisfaction improvements."

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