Interactive Intelligence releases outbound dialling software upgrade

Interactive Intelligence is releasing the latest upgrade to its Interaction Dialer software, version 3.0, which provides blended outbound dialling and campaign management functionality.

The upgrade includes skills-based dialling, a “just-in-time” Do-Not-Call feature, increased scalability, and integration with Ontario Systems’ collection software.

“The enhancements we’re introducing with Interaction Dialer 3.0 are designed to help organisations improve productivity, increase revenue, and more cost-effectively accommodate call volume,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “A pre-integrated option with Ontario Systems’ collection software further enhances our dialer’s role in the large credit and collections industry.”

The software includes a new skills-based dialilng feature that minimises abandon rates by sub-selecting in advance and in real-time only those contacts in a call list that can be handled by available agents based on skill-set. The use of a sub-set of agents is critical to many outbound campaigns, such as those involving lenders and insurers that must be licensed in the states into which they are selling.

A new “just-in-time” Do-Not-Call feature in it helps “scrub” DNC lists whose status may have changed between the time the contacts were originally loaded and the time they are dialled. This is a critical compliance feature as telemarketing regulations increasingly reduce the time allowed between “scrubbing” and dialling.

Interaction Dialer 3.0 also includes new dialling and database access optimisations, which enables it to support up to 250,000 calls per hour per server, or the equivalent of about 1,000 agents on a single server. Unlike standalone diallers that typically require replicated hardware across distributed sites as call volume grows, it can be deployed in a centralised configuration using the company’s SIP-based Interaction Gateway at remote sites for cost-effective scalability.

A new product by Ontario Systems called Guaranteed Contacts IP provides integration between its collection software applications and Interaction Dialer 3.0 to help organisations improve productivity and increase revenue by maximising contact rates.

The product is targeted at mid-size contact centres and large, distributed enterprises, including the following vertical industries: teleservices, financial services, collections and credit operations, nonprofits, insurance and retail.

The upgraded dialler software is available immediately through the Interactive Intelligence channel of approximately 300 value-added resellers worldwide.

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