Project: Interaction Center Integration

	Interact Page Screenshot

Organization

Interactive Intelligence*, a manufacturer of business interaction management software for contact centers, enterprises, and service providers.

Project Description

Interactive Intelligence created the Interaction Center Platform, a sophisticated interaction engine capable of automating virtually every aspect of business communications. The company needed a way to showcase the web capabilities of the Interaction Center on its corporate web site and to use those capabilities to handle its daily interactions with partners and customers. Complicating the project were the company's requirements for a multi-site, multi-server environment, where each server could potentially be running different versions of the Interaction Center Platform.

	Search Results Screenshot

Solution

Paul Woods developed a solution that achieved all of the company's goals and more. The system enabled any web site visitor to:

• Register as a site visitor, and add or update their contact information at any time. This information was stored in the company's customer relationship management database and was available for use in future marketing efforts.
• Interact with agents in the company's Marketing group real-time via web chat or voice over net technology using Microsoft Netmeeting, or request that an agent call them as soon as possible (web callback).
• Search for and display the real-time status (available, out of the office, in a meeting, etc.) of every employee in every location, then interact with that individual using web chat, web callback, or voice over net.
• "WebCamp" on an individual if that individual's status was set to a "non-available" state, thus allowing the visitor to know exactly when the person became "available" again. This worked the same way as the "camp" feature typically found on large PBX-based phone systems. The WebCamp feature is very unique and a patent is pending.

	WebCamp Screenshot

The system was developed using a combination of Active Server Pages written in VBScript, JavaScript, and proprietary Interaction Center "handlers". A record of each interaction event was stored in a Microsoft SQL Server 2000 database which facilitated reporting on visitor behavior.

The "Interact System" was later adapted for use on special demonstration servers, and remains a core component of presentations at seminars, trade shows, and other events.

Current Site

Interactive Intelligence Interact Page

* Unless otherwise noted, projects at Interactive Intelligence were performed by Paul Woods as a full-time employee of the company. See Paul's resume for details.