GEC NEWS WIREIn hands-on lab test, Interactive Intelligence contact center and unified communications software demonstrates ability to support largest organizations in the world
Interactive Intelligence has received Miercom’s Performance Verified Certification of its contact center and unified communications software.
The all-in-one IP communications software suite, Customer Interaction Center (CIC) 4.0, received the certification based on its features, scalability, and call-handling/processing capabilities.
“Based on our observations during the multi-day lab test, CIC 4.0 showed impressive performance results, processing about 32,000 simultaneous interactions without a hiccup,” said Miercom CEO Rob Smithers. “Combined with a wide range of features for both agents and business users, CIC 4.0 has proven to be a reliable and comprehensive communications solution for organizations with up to hundreds of thousands of users.”
Miercom, which has provided independent performance testing services for the tech sector since 1988, conducted the test at the Interactive Intelligence headquarters over a two-day period. The test environment simulated a true contact center and enterprise environment in which CIC 4.0 supported 10,000 agents, 10,000 stations (phones) and 5,000 live automatic call distribution (ACD) agents*. Interactions included calls, emails and Web chats. Text-to-speech and speech recognition were also tested, as was a simulated failure.
“We simulated a failure with up to 5,000 active calls on a single, redundant server pair,” Smithers said. “The backup server came up immediately without a loss of calls demonstrating CIC’s ability to provide rock-solid business continuity.”
Of CIC’s many features, Miercom was especially impressed with Interaction Mobilizer, the vendor’s mobile customer service development platform. “Interaction Mobilizer can help organizations give their customers a more efficient and consistent service experience via mobile devices – which is fast becoming a serious competitive advantage with more than one billion smartphones in use worldwide and growing at lightning speed,” Smithers said.
