Interactive Intelligence Group, a provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition application.
Interaction Supervisor for iPad runs on Apple's iPad or iPad mini. It offers midsized to large contact centers the following features:
- 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 or in a training session), agent photos, and agent skill-sets.
"Plain and simple, contact center managers are more effective when they're on the floor, visible, and accessible to agents," said Joe Staples, Interactive Intelligence's chief marketing officer, in a statement. "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 Interactive Intelligence'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.