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Interactive Intelligence and RightNow Technologies to Offer Integrated Contact Center Solution

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October 28, 2009

Interactive Intelligence and RightNow Technologies to Offer Integrated Contact Center Solution

By Patrick Barnard, Senior Web Editor, TMCnet

Interactive Intelligence and RightNow Technologies (News - Alert) are partnering to offer an integrated contact center solution to help companies increase agent productivity and improve customer service. The new, combined offering will be available in the fourth quarter of this year.

By integrating RightNow’s Web-based “customer experience” software suite with Interactive Intelligence’s (News - Alert) VoIP contact center platform, organizations will be able to deploy a full featured, state of the art contact center with far less integration time.
According to a company press release, the integration will bring new features and capabilities to the RightNow agent desktop, including embedded call controls, screen-pop, multichannel queuing and routing, click-to-dial, and unified reporting.
Thanks to this integration, agents can now access embedded call controls from the RightNow agent desktop, thus enabling them to quickly access full Interactive Intelligence client functionality for call and e-mail management (record, hold, transfer, mute, etc.), as well as presence management, company directory look-up and more.

The combined solution also brings screen pops with detailed customer information to the agent desktop – using caller ID, a complete customer profile can be popped onto an agent’s screen the instant a customer dials in. In the event no profile has yet been captured, the system pops up a blank form which the agents can fill out while the customer is on the phone. The system also sports a customization tool for automated, multi-step screen-pop tasks.
The system’s multichannel queuing and routing enables both calls and e-mails to be routed via a universal queue and managed from within a single screen.
The integrated system also brings click-to-dial to agent desktops. With just a click of the mouse an agent can dial any name – whether it is a customer or another knowledge worker within the organization. This saves time as agents no longer have to copy and paste numbers into a softphone or manually dial the keypad on a standard phone.
And with the system’s unified reporting capability, call and e-mail interactions tracked by the Interactive Intelligence reporting feature are now stored in the RightNow database so users get a unified view of interactions directly from the RightNow "media bar."

"By having a unified desktop for agents and business users to manage interactions and data, companies can decrease call processing time, increase call resolution rates, and improve overall customer satisfaction," said RightNow's chief solution officer, David Vap, in a release. "Interactive Intelligence's single-platform architecture further adds operational value by simplifying installation, administration, and customization."

"In addition to streamlining the agent-assisted customer experience, this joint solution helps IT teams reduce deployment time for faster ROI by eliminating the need for custom integration," said Interactive Intelligence vice president of business development, Bill Gildea. "With our respective engagement teams aligned, joint clients are assured they're receiving solid customer experience solutions backed by dedicated experts."
For more information, click here.

Bozeman, Montana-based RightNow earlier this month was named a “Leader” by Gartner (News - Alert) in the 2009 “Magic Quadrant for E-Service Suites” report. Evaluation criteria included customer experience, product, overall viability and innovation.

And yesterday, Interactive Intelligence announced that it had been positioned in the “visionaries” quadrant of Gartner’s 2009 “Magic Quadrant for Unified Communications (News - Alert)” report. The report provides an analysis of vendors in the unified communications market based on their “completeness of vision and ability to execute.” It also assesses key industry trends.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard

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