• August 6, 2014

Interactive Intelligence Integrates CallScripter into Its Contact Center Apps

Interactive Intelligence Group , a global provider of software and services designed to improve the customer experience, is now offering its contact center and dialer software with the new CallScripter application.

The upgraded application, developed by scripting software solutions provider CallScripter, enables contact centers to build customized agent applications for inbound and outbound customer interactions.

CallScripter speeds application creation and simplifies management using drag-and-drop controls, templates, back-office connectors, and data management tools. It offers everything from simple scripting to unified agent desktops with complex multiconnected back-office database integration. CallScripter is browser-based, provides multilingual and multichannel support, and can be deployed in the cloud or on-premises.

"Our latest CallScripter application with the new unified desktop option for agents gives customers a more comprehensive solution so they can further improve service, increase agent productivity, and enhance compliance," said Jane Brett, global channel director at CallScripter, in a statement.

The Interactive Intelligence Customer Interaction Center (CIC) 4.0 and Interaction Dialer 4.0 software integrated with CallScripter includes the following new features:

  • Unified agent desktop now embedded with new CallScripter Communication Toolbar;
  • New screen-pop functionality;
  • Full call control embedded in the CallScripter user interface;
  • Inbound and outbound functionality, including email, for use with Interaction Dialer campaigns for increased efficiencies;
  • Agent status controls;
  • Call recording;
  • Secure pause;
  • Interaction Dialer staging;
  • Call reschedules; and
  • Dispositions.

The integration of CIC and Interaction Dialer with CallScripter, which is replacing EasyScripter, is available immediately through the Interactive Intelligence channel of 350 global resellers, and through its direct sales team. CallScripter is also available with the Interactive Intelligence cloud-based communications as a service offering, Interactive Intelligence CaaS.

CallScripter has been an Interactive Intelligence partner since 2005. Today, CallScripter is an Interactive Intelligence Innovator Alliance Partner, the highest level of Alliance partner offered.

"We designed our Innovator Alliance Program to give partners a faster and easier way to make their joint solutions available to the widest array of customers," said Michael Shrall, senior director of global alliances at Interactive Intelligence, in a statement. "CallScripter is a great example of the value this program offers to partners, and we're excited to continue to use the Alliance program to help CallScripter maximize its ongoing service, support and sales efforts."

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