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 2013. Read the press release here.


Platinum Elite Partnership

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.


Upcoming Events


Strategic Partnerships
Avtex invests significant time to develop and foster partnerships that are beneficial to our clients. Avtex is proud to be recognized as Partner of the Year for Microsoft and an Elite Partner for Interactive Intelligence.
2012 Microsoft Partner of the Year
2012 Elite Partner of the Year for ININ