Interactive Softworks Introduces Its Unified Agent Desktop at ATA Convention

Metaphor Customer Engagement Solution Provides Ability to Drive and Manage Campaigns Across Multiple Communication Channels

LEESBURG, Va.--(BUSINESS WIRE)-- As call centers strive to deliver more effective campaigns on behalf of their customers over a multitude of new communication channels, Interactive Softworks, a provider of customer engagement solutions, announced today enhanced capabilities in its Metaphor software to help address this challenge. Interactive will demonstrate Metaphor’s Unified Agent Desktop driving a single campaign across multiple channels, including voice, SMS and email, using an iPad at the 2010 American Teleservices Association (ATA) Convention and Expo, held in Orlando, Fla., Sept. 12-15.

Metaphor is a powerful software platform that enables call centers to quickly build, change and manage multichannel campaigns that acquire more customers, retain existing customers and improve overall agent performance. Today’s customer is more tech-savvy than ever before and expects to communicate whenever, wherever and however they choose. Call centers can no longer afford to rely solely on single channel call scripts to satisfy every customer’s needs. Leading companies are beginning to adopt tools and strategies that provide agents with the real-time information they need to quickly and intelligently react to specific customer demand, ultimately delivering powerful and personalized customer experiences.

Metaphor’s process-driven Unified Agent Desktop simplifies the delivery of real-time information from backend systems and web services directly to your agent desktops, driving more informed conversations. Metaphor’s easy-to-use business tools allow companies to quickly define and reuse critical campaign elements, resulting in better time-to-market and less reliance on IT. Whether your customers prefer communicating using a smart phone, website portal, IVR or a combination, Metaphor ensures that each and every interaction is consistent and accurate, thereby delivering the rich communication experience today’s customers demand.

Brenton Farmer, CEO and co-founder of Interactive Softworks, said, “As customers continue to expect more from their relationships with service and product providers, and demand to do business using the channels they choose, organizations must be prepared to engage with their customers. Metaphor provides companies with the right technology to easily and affordably communicate with customers, providing a superior experience, which ultimately leads to more loyal, long-term customers and better business results.”

Visit Interactive Softworks in booth 108 at the ATA Convention to learn more about Metaphor, and hear Steve Herlocher, Interactive’s vice president of product strategy discuss “Meeting Today’s 24/7 Customer Where They Live” on Tuesday, Sept. 14.

About Interactive Softworks

Interactive Softworks customer engagement solutions improve the way organizations engage customers by synchronizing critical real-time data with back-end processes and driving individualized customer interactions across multiple communication channels (voice, Web, IVR, chat and social media). Interactive's solutions represent the next step in Business Process Management (BPM) and Customer Relationship Management (CRM) systems, enabling smarter and more consistent customer experiences that leverage partner and market-driven opportunities. Today, Interactive Softworks optimizes business performance and delivers successful customer acquisition, loyalty and retention campaigns for innovative Fortune 500 companies. For more information, visit www.interactivesoftworks.com or call 703-669-2800.

CONTACT:

Interactive Softworks
Press Contact:
DPR Group, Inc.
Michelle Perkins, 919-678-9200
mperkins@dprgroup.com

KEYWORDS:   United States  North America  Florida  Virginia

INDUSTRY KEYWORDS:   Technology  Data Management  Software  Telecommunications

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