Interactive Intelligence Adds's Capabilities

Share this content: Inc. will integrate its data capture software, TDM DigitalData, with Interactive Intelligence's Customer Interaction Center under a technology licensing agreement announced yesterday.

Interactive Intelligence Inc. is an interaction management software vendor based in Indianapolis.

TDM DigitalData is a software application designed to capture elements of a caller record, such as phone numbers, company names and addresses, via an automated number identification system, interactive voice response or telephone keypad response. These elements are then matched against TDMI's TDM North American Database, which is updated in real time, and returned within seconds with complete geographic information attached.

According to both companies, the integrated product will allow contact centers to append customer information to previously unknown caller records before those records are sent by the Customer Interaction Center to an agent's computer screen. It also will provide call validation and updates for known customer relationships. Productivity is expected to increase by eliminating the need for agents to ask customers for their name or to query their account information.

TDMI, a business-to-business application service provider based in Stamford, CT, will sell the integrated product nationwide to inbound and outbound contact centers, designer/manufacturers, telecommunications carriers, and IVR and point-of-sale systems integrators. The product is scheduled for release in conjunction with the release of CIC version 2.0, expected in the second quarter.


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