Telephony and CRM integration designed to improve customer service and increase employee productivity
INDIANAPOLIS--(BUSINESS WIRE)-- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is developing an integration between its all-in-one IP communications software suite, Customer Interaction Center™ (CIC), and Oracle Sales and Marketing Cloud Service.
“We’re developing our integration to help customers offer more personalized service, while increasing productivity by making it faster and easier for employees to access caller information,” said Interactive Intelligence group director of integrations, Mike Shrall.
The integration will offer screen-pop, which gives employees access to the Oracle Sales and Marketing Cloud Service interface pre-filled with customer data simultaneous with a call. The interface will also be embedded with CIC’s call control features, such as transfer, hold, conference, disconnect, and a “click-to-call” function.
In addition, the Oracle Sales and Marketing Cloud Service interface will store all inbound and outbound call details, such as call source, length of call, and any comments about the conversation added by the employee.
The integration between CIC and Oracle Sales and Marketing Cloud Service will be offered via a premises-based, managed services, or cloud delivery model.
First released in 1997, CIC was developed as an all-in-one IP communications software suite offering multichannel communications functionality minus the cost and complexity introduced by multipoint solutions.
CIC includes contact center functionality for multichannel routing and queuing, interactive voice response, call and screen recording, outbound/blended dialing, workforce management, customer feedback management, speech analytics, and mobile customer service. CIC also offers a host of unified communications and business process automation applications for the enterprise.
CIC is ideal for mid-size to large organizations across all vertical industries, including financial services, outsourcer and teleservices firms, insurance companies, credit and collection agencies, and utilities.
For more information about CIC, visit http://www.inin.com/solutions/Pages/Contact-Center-Software.aspx.
Interactive Intelligence is a Gold level member in Oracle PartnerNetwork.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
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Christine Holley, 317-715-8220
Senior Director of Market Communications
Source: Interactive Intelligence Group Inc.