To increase employee productivity and improve customer service, Interactive Intelligence, a provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation, has introduced integration of its all-in-one IP communications software suite, Customer Interaction Center (CIC), with IBM (News - Alert) Lotus Sametime.
According to a press release, with Lotus Sametime, this solution integrates CIC's desktop client, presence, and company-wide directory capabilities. The solution enables CIC and Lotus Sametime users’ access to a single company-wide directory, thus eliminating repeated entries and making administration easier. The CIC and Lotus Sametime integration is set for general availability in Q1 2011.
Interactive Intelligence (News - Alert) employs more than 800 people and is headquartered in Indianapolis, Ind. The company is also positioned in the leaders' quadrant of the Gartner (News - Alert) Magic Quadrant for Contact Center Infrastructure.
Presence information is coordinated between the CIC and Lotus Sametime software so contact center agents and business users can view each other's status for better communications. System administrators can identify how users' status will be coordinated and displayed for the best flexibility and ease-of-use. The solution also gives contact center agents access to the CIC desktop client application, Interaction Client, from which they can start Lotus Sametime instant messaging and voice chats, thus further helping to improve productivity.
Shaheen Haque, territory manager of the Middle East & Turkey at Interactive Intelligence said that “With this solution, CIC and Lotus Sametime users could better collaborate with each other and 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.”
In other company news, TMCnet reported that Interactive Intelligence selected Yap (News - Alert), a cloud-based speech recognition services for its voicemail-to-text service.
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Edited by Jennifer Russell