Interactive Intelligence Chief Marketing Officer Joe Staples
Interactive Intelligence Group, a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition application.
The application runs on an iPad or iPad mini giving contact center supervisors and managers greater mobility for improved quality assurance.
Interaction Supervisor iPad Edition offersmid-size to large contact centers the following:
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,” “In a Training Session,” etc.), 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 Interactive Intelligence Chief Marketing Officer Joe Staples. “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 the company’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.
Interaction Supervisor iPad Edition™ is available immediately and isoffered through the Interactive Intelligence channel of more than 350 global resellers, and through the company’s direct sales team.