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Cloud-based Call Center Capability Combined with Unified Communications Drives Results

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March 28, 2012

Cloud-based Call Center Capability Combined with Unified Communications Drives Results

By Susan J. Campbell, TMCnet Contributing Editor

The demand for the hosted call center continues to grow as companies recognize the value in driving their own customer service care without the expensive build out of the physical call center. Likewise, the demand for unified communications creates a unique opportunity for those companies able to meet the demand for seamless integration. 

Interactive Intelligence (News - Alert) (ININ) is working to be that provider, offering the Customer Interaction Center (CIC). The latest CIC Version 4.0 recently completed IP telephony testing for the Microsoft (News - Alert) Unified Communications Open Interoperability Program. Now, the ININ CIC is assured for seamless integration with the Microsoft Lync Server 2010. 

According to this CFO World release, ININ launched the first Windows-based all-in-one communications software suite in 1997. The company’s relationship with Microsoft was first certified in 2004 when ININ became a Microsoft Gold Certified Partner. In 2008, the company added the title of Microsoft Independent Software Vendor. 

“Since its inception, Interactive Intelligence has demonstrated its ability to consistently meet the most stringent Microsoft product and partnership standards,” said Kapil Sharma, principal group program manager, Lync Partner Engineering Team at Microsoft Corp., in the CFO release.

As a result of this certification, CIC 4.0 will ensure customers can access the Quick Start Guide for installation, setup and configuration; enterprise-class audio to ensure scalability, reliability and quality; documented support between ININ and Microsoft; and release notes related to any known issues. 

“We have a large number of customers running previous versions of our software integrated with Lync Server 2010, and now with this latest testing completed, our customers are once again assured that they’re receiving a high-quality solution with direct access to joint support,” said Interactive Intelligence chief marketing officer, Joe Staples (News - Alert).

Mid- to large-sized organizations gain access to next-generation cloud-based call centers to enjoy multichannel routing, call and screen recording, Interactive Voice Response (IVR), outbound dialing, reporting, Web self-service, workforce management, knowledge and email auto response management and customer feedback surveys managed through automation.

 Now, CIC and Lync Server 2010 users can communicate by video call, Lync instant message or phone with a single interface, delivering a true, unified communications experience that drives even more value within the cloud-based call center environment. 

To learn more about how ININ may be able to change your environment, check out this event: Cloud-based Contact Center and Unified Communications: Is it Right for Your Business?

Edited by Jamie Epstein

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