Interaction Optimizer™
All-in-one workforce management software
Scheduling agents in a contact center can be a full-time balancing act, especially when shift schedules must account for multiple interaction types, agent skill sets and the typical peaks and valleys in customer volume. Interaction Optimizer is a workforce management (WFM) application to optimize effectiveness and achieve service goals in multi-channel contact centers from 25 agents to thousands.
Single-vendor workforce management solution
Interaction Optimizer is built-in to the Customer Interaction Center® (CIC) solution from Interactive Intelligence® and offers fully-integrated all-in-one workforce management functionality for the contact center environment, which many multi-vendor products and integrations can’t.
Intelligent forecasting, scheduling and real-time adherence
Forecasting
- Leverage CIC’s historical ACD data to make forecasting a seamless process
- Anticipate interaction volumes for phone, e-mail, web chat
- Assign optimal headcount to manage given forecasts and assist HR in agent planning
Scheduling
- Generate agent schedules that accommodate vacation time, schedule changes and variances, labor/union laws, employee availability and skill matching
- Simplify scheduling process for administration, and identify shortages and overages in demand
- Improve employee/administration satisfaction with scheduling flexibility and “what-if” scenario capabilities
Real-time adherence
- Monitor agents’ adherence to schedule at all times
- Provide proactive control and feedback
- Ease service level monitoring via an on-demand recording feature (optionally available)
No third-party integration required
Interaction Optimizer’s robust functionality eliminates the need for third-party integrations, upgrades and prolonged implementation times. IT professionals will also appreciate the common interface Interaction Optimizer provides via the CIC system’s inherent administration and supervisory monitoring applications, which results in a single support center and lower total cost of ownership over other WFM solutions.
Key benefits
While Interaction Optimizer makes it easier to schedule a contact center’s agent workforce, it’s also made to lower your total cost of ownership more than any other workforce management solution.
- Improve agent effectiveness and satisfaction
- Generate more accurate forecasts via historical ACD data
- Enhance scheduling and adherence by weighing agents’ time-off requests and schedule changes
- Proactively monitor agent activity, adherence and operations in real-time
- Fully integrate to CIC to centralize administration
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