Interactive Intelligence Integrates Updated CallScripter App with Contact Center Software

Interactive Intelligence Group, a customer experience software provider, is now offering its contact center and dialer software with the new CallScripter application.

The upgraded application, developed by U.K.-based scripting software solutions provider CallScripter (a division of IPPlus PLC), enables contact centers to quickly build customized agent applications for inbound and outbound customer interactions.

CallScripter speeds application creation and simplifies management using drag-and-drop controls, templates, back-office connectors, and data management tools. It offers everything from simple scripting to unified agent desktops with complex multi-connected back-office database integration. CallScripteris browser-based, provides multilingual and multichannel support, and can be deployed in the cloud or on-premises.

The Interactive Intelligence Customer Interaction Center (CIC) 4.0 and Interaction Dialer 4.0 software integrated with CallScripter include call recording, secure pause, staging, call reschedules, and dispositions. Additional new features are:

  • Unified agent desktop now embedded with new CallScripter.
  • Communication Toolbar for improved ease-of-use.
  • Screen-pop functionality for faster, more effective service.
  • Full call control embedded in the CallScripter user interface for increased productivity.
  • Inbound and outbound functionality, including email, for use with Interaction Dialer campaigns.
  • Agent status controls.