Interaction Optimizer: All-in-one workforce management software

Scheduling agents in a contact center can be a full-time balancing act, especially when shift schedules must account for multiple interaction types, agent skill sets and the typical peaks and valleys in customer volume. Interaction Optimizer is a workforce management software application to optimize effectiveness and achieve service goals in multi-channel contact centers from 25 agents to thousands.

Key Capabilities

  • Forecasting
  • Scheduling
  • Intraday Monitoring and Reforecasting
  • Real-Time adherence

Key Benefits of Interaction Optimizer

  • Improve agent effectiveness and satisfaction
  • Generate more accurate forecasts via historical ACD data
  • Enhance scheduling and adherence by weighing agents’ time-off requests, preferences and schedule changes
  • Proactively monitor agent activity, adherence and operations in real-time
  • Fully integrate to CIC to centralize administration

Avtex - A Platinum Elite Partner

Avtex has achieved platinum elite partner status with Interactive Intelligence in 2011.

Read the press release here.

Interested in Interaction Optimizer?

If you want to learn more about Interaction Optimizer from Interactive Intelligence, contact us to setup a demonstration.

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Avtex Products Designed for CIC

Avtex has developed a number of products specifically for integration with Customer Interaction Center (CIC) from Interactive Intelligence.

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