Avtex is Opening a Global Delivery Center
by George Demou
Service Update 2 for the Interaction Center platform was an important update that included several enhancements and new features. The following are highlights from the update as documented in the SU2 Release Notes from Interactive Intelligence.
Integrations Packages
Interactive Intelligence added support for the following integrations in IC 4.0 SU2:
The initial Microsoft Lync integration release brings some of the enterprise features of Lync to the contact center. The initial release consists of two main features. It allows configuration and use of Lync endpoints in IC, and support a Lync client plug-in for Interaction Client .NET Edition.
Auto Off-Hook - The IC plug-in for the integration allows users to perform operations in Interaction Client .NET Edition without requiring input in the Lync user interface. For example, if a user clicks Pickup in Interaction Client, the Lync endpoint automatically goes off-hook, as long as the endpoint is configured as an Interaction SIP station. This makes it convenient if the user is using the Interaction Client as a phone interface.
Enhancements to the Interaction Client .NET Edition
Several improvements have been made to the My Interactions view, specifically for multichannel users. New columns allow agents to access immediately the contextual information for an interaction.
The new columns are:
Exchange Web Services – Mail Connector
Microsoft Exchange Web Services-based integration is now a supported IC mail system, recommended as an alternative to the Microsoft Exchange MAPI-based integration. The support was originally introduced in 3.0 SU15 and is now also available in IC 4.0.
Scheduled Reports
The Scheduled Reports application from Interactive Intelligence is now available for IC 4.0. This release of Scheduled Reports only allows Historical Reports (legacy reporting tool) to be scheduled. A future release will add support for Interaction Reporter (new reporting interface for 4.0) and Report Assistant.
Media Server Selection Rules
Before SU2, IC used one selection process for standard interactions:
IC still uses this order in a default selection rule configuration, but SU2 allows customers to create custom selection rule configurations to change how IC selects Interaction Media Servers to service calls.
The new configuration options enable the following:
• Selection of a wildcard (any location) to be added or removed from the list (currently always on).
• A list of excluded locations. You can use this list with <Any>.
Interaction Feedback Inbound IVR (On Demand) Surveys
The post-call survey application from Interactive Intelligence now allows customers to easily configure and deploy agent-less IVR surveys that do not require a contact center interaction. This feature extends Interaction Feedback for fully automated surveys, enterprise or departmental surveys, and employee surveys.
Note: The iSurvey application from Avtex also allows this functionality.