Interactive Intelligence, a global provider of unified IP business communications solutions, is working with IBM to integrate the contact centre and IP telephony capabilities of its Customer Interaction Centre(R) (CIC) software suite, with the unified communications and collaboration functionality of the IBM Lotus Sametime software.
The integration will include presence synchronisation, company-wide directory, desktop client enhancements, and mobility features, all designed to improve communications capabilities between contact centre agents and business users.
Benefits include the following:
* Access to a single company-wide directory for both CIC and Lotus Sametime users to eliminate duplicate entries and directory management resulting in more efficient communications and reduced administrative overhead.
* Presence information is synchronised between the CIC and Lotus Sametime software, thus enabling users to view the status of others in both the contact centre and enterprise for increased productivity and improved customer service.
* Users are able to define how their status will be synchronised and displayed for increased flexibility and ease-of-use.
* Capabilities such as being able to initiate Lotus Sametime instant messaging sessions and voice chats with employees throughout the enterprise for more effective communications.
Interactive Intelligence first released its all-in-one IP communications software suite in 1997. This scalable, standards-based suite offers single-platform architecture with inherent multi-channel processing designed to eliminate the cost and complexity introduced by multi-point products.
CIC functionality includes SIP-based switching; multi-channel routing and queuing; outbound and blended dialling; presence management; multi-channel quality monitoring; workforce management; interactive voice response; unified messaging; Web self-service; business process automation, e-mail response and knowledge management.
For more information about CIC, visit http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx.
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