Interaction Optimizer

Interaction Optimizer aligns available resources with requirements to help service organizations of all sizes successfully implement customer interaction strategies. Interaction Optimizer allows users to:

Predict and analyze contact volumes
Create and staff schedules
Deliver more consistent service
Manage performance in real time

An integrated workforce management (WFM) application of the Interactive Intelligence Customer Interaction Center (CIC), Interaction Optimizer is quick to deploy and easy to use.

Hassle-Free Launch

Launching EFM from Interactive Intelligence is fast and simple. The only thing you need is a license. All the needed software is pre-installed and pre-integrated with CIC telephony functionality and configuration information. There is no need for expensive and error-prone third-party ACD integrations. A common, centralized administration interface eliminates the need to access separate systems or create and synchronize duplicate information sources. Interaction Optimizer offers powerful WFM functionality without the deployment headaches, maintenance problems, and administration overhead of other systems.

All-Inclusive and Full-Featured

Interaction Optimizer includes a wide range of features which are typically sold by other vendors for an additional charge, including advanced features such as:

Multi-skill, multi-site, and multimedia forecasting and scheduling
Real-time schedule adherence
Agent information portals

The features can be easily turned on or off as needed without affecting the software or requiring additional licenses, making Interaction Optimizer flexible and adaptable to your specific operational needs.

Optimal Planning, Successful Execution

Interaction Optimizer develops accurate forecasts for contact volumes based on historical data. ASA or service level service goals create the optimal staffing levels needed throughout the day. In addition, schedules are made and can either be automatically assigned using agent preferences or a bidding process. Contact centers can rest assured they have the best plans in place to meet expected customer demand across all contact channels.

Even the best laid plans may succumb to unforeseen factors and require fine tuning. Interaction Optimizer automatically delivers an alert when plans begin to deviate, so actions can be taken earlier when it is easier to get back on track. Schedule adherence helps agent keep to their schedules, and
intraday management makes it easy to make adjustments where needed.

WFO Suite

Interaction Optimizer is a part of the Interactive Intelligence workforce optimization (WFO) suite, a comprehensive solution for optimizing workforce performance to achieve operational goals. Seamless integration with the Interactive Intelligence all-in-one contact center solution ensures quick deployment, lower operating costs, and worry-free operation. Interactive Intelligence WFO provides feature-rich functionality for interaction recording, workforce management, quality management,
customer feedback, strategic planning, and real-time speech analytics.

Interaction Optimizer Features

Enhanced data integration with the Interaction
Intelligence CIC all-in-one platform
Single and multisite forecasting and scheduling
Skills and multimedia forecasting and scheduling
Goals for service level, ASA, or both
ACD simulation and Erlang C forecasting methods
Automated preference and bidding schedule assignment
Intraday management and reforecasting
Real-time and historical schedule adherence
Graphical, drag-and-drop schedule management
Agent self-service

Forecasting

Interaction-Optimizer-3 The foundation of successful service delivery planning is accurate, detailed forecasts. Interaction Optimizer uses historical contact information to create precise forecasts of future contact volumes. However, all days and contacts are not all alike. Atypical contact activity, differing media types, varied skill requirements, and other factors that affect contact patterns and handling times are considered. For easy review and manipulation, forecasts are presented visually instead of in a spreadsheet format.

And unlike other WFM products, there is no need to implement and maintain data integrations to external ACD systems. It’s already there within the CIC system.

Scheduling

Interaction-Optimizer-4 Interaction Optimizer greatly reduces the time spent creating and managing schedules. Schedules are created either automatically, using agent schedule preferences, or through a controlled bid process.

Agents are able to set their preferences or bid on schedules within the Interactive Intelligence system. Once schedules are assigned, staffing shortages or overages are instantly identified.If changes are needed, they can be completed with ease, using a graphical, drag-and-drop interface. Agents have direct access to their schedules and receive reminders of impending events to help keep on schedule.

Intraday Management

The reality of handling customer contacts often deviates significantly from the planned. At each interval, Interaction Optimizer automatically tracks performance, so action can be taken before issues escalate.

If performance expectations need to be revised for the day, contact volumes and handling times can be easily adjusted – and forecasts quickly regenerated. Temporary service level or ASA goals can also be used then reset when operations revert to normal. Quick and effective response is crucial to successfully navigate through unforeseen circumstances.

Real-Time Adherence

When agents do not keep to their assigned schedules, contact center performance can rapidly decrease, impeding the organization’s ability to meet their service delivery goals and negatively impacting the customer experience. Interaction Optimizer monitors agent schedule adherence continuously in real time, and creates alerts when action is needed. Historical schedule adherence performance is available for use in tracking results over time to identify trends and agents who
need closer attention. Information on schedule adherence is complemented with other real-time metrics in the Interaction Supervisor application, including the iPad edition – which lets supervisors keep up to date on their agents’ performance even when away from their workstations.

Strategic Planning

It is important for contact centers to optimize the use of existing resources to meet service goals consistently and remain within budget. Having too few agents or the wrong mixture of skill sets makes it nearly impossible for organizations to successfully achieve their goals. Interaction Optimizer works in conjunction with the Interaction Decisions strategic planning product to ensure hiring and staffing plans are aligned with the contact center’s operational goals. Effective strategic resource planning maximizes an organization’s investment in workforce management by ensuring the right agents are hired, trained, and available when needed.