It has been nearly a year since Interactive Intelligence has release a significant set of new features for their flagship product, the Customer Interaction Center version 3.0. The release of Service Update 11 was announced yesterday and includes a number of enhancements that have been a long time in coming – literally. This includes a 64-bit fax client driver, advanced call analysis on the media server, new features for Interaction Attendant, Tracker, Process Automation, Recorder, and more.
There are a couple of critical considerations to keep in mind when planning to apply this update. First, IC 3.0 SU10 (New Patch Target) is required prior to installing SU11. If you have not already done so, I definitely recommend applying Service Update 10. It has been a very stable release with very few significant bugs. Second, apply Interactive Update 1.0 SU8 prior to installing SU11. As of Service Update 10, the update cycle for Interactive Update was separated from the main product to allow independent fixes and feature enhancements to the “updater” – this will help make deployment of Service Update 11 much smoother.
A note of caution…
Service Update 11 includes the first significant new features in almost a year. New features always increase the likelihood of new bugs – in fact, there are already a couple of critical bugs in SU11 impacting remote users that require patches to fix. If you do not have a business need for the new features available in SU11, I recommend the “wait-and-see” approach. If this update is critical to your organization, proceed with caution.