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Interactive Intelligence, Lotus Sametime Integrate Solutions for Improved Contact Center Communications

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January 31, 2011

Interactive Intelligence, Lotus Sametime Integrate Solutions for Improved Contact Center Communications

By Tracey E. Schelmetic, TMCnet Contributor

Unified business communications solutions provider Interactive Intelligence today announced integration of its all-in-one IP communications software suite, Customer Interaction Center(CIC), with IBM (News - Alert) Lotus Sametime. Interactive Intelligence, an ITEXPO East Platinum sponsor, offers business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

Lotus Sametime, a solution designed by IBM's Lotus division, is a client–server application and middleware platform designed to provide real-time, unified communications and collaboration for enterprises, including presence information, enterprise instant messaging, Web conferencing, community collaboration and telephony capabilities and integration.

The integration announcement was made at the Lotusphere event, an annual conference hosted by IBM's Lotus division.

The integrated solution will integrate CIC’s desktop client, presence and companywide directory capabilities with Lotus Sametime to help companies increase employee productivity and improve customer service.

“We designed our integration so shared CIC and Lotus Sametime users could better collaborate with each other,” said Interactive Intelligence's chief marketing officer, Joe Staples (News - Alert). “By removing silos of communication, our integration will help companies maximize the expertise of all employees so they can cost-effectively provide better service to their customers.”

The solution will provide CIC and Lotus Sametime users with access to a single companywide directory, eliminating duplicate entries and simplifying administration. Presence information can be synchronized between the CIC and Lotus Sametime software so contact center agents and business users can view one another's status for more efficient communications. System administrators can define how users’ status will be synchronized and displayed for maximum flexibility and ease-of-use.

The solution will also provide contact center agents access to the CIC desktop client application, Interaction Client, from which they can initiate Lotus Sametime instant messaging and voice chats to help improve productivity.

The CIC and Lotus Sametime integration is planned for general availability in 1Q 2011.

Interactive Intelligence (News - Alert) is a Platinum sponsor of ITEXPO East 2011. To be held Feb. 2-4 in Miami, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #607. Don’t wait. Register now.

Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Tammy Wolf

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