Science & Technology
Science and Technology
Science and Technology
Tue, January 20, 2009
Mon, January 19, 2009 Interactive Intelligence to Integrate Contact Center Capabilities with IBM Lotus Sametime
INDIANAPOLIS--([ BUSINESS WIRE ])--Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, is working with IBM to deliver an integrated unified communications solution.
Interactive Intelligence will integrate the [ contact center ] and IP telephony capabilities of its [ Customer Interaction Center ]® (CIC) software suite, with the unified communications and collaboration functionality of the IBM Lotus Sametime software.
The integration will include presence synchronization, company-wide directory, desktop client enhancements, and mobility features, all designed to improve communications capabilities between contact center agents and business users.
Benefits include the following:
- Access to a single company-wide directory for both [ CIC ] and Lotus Sametime users to eliminate duplicate entries and directory management resulting in more efficient communications and reduced administrative overhead.
- Presence information is synchronized between the [ CIC ] and Lotus Sametime software, thus enabling users to view the status of others in both the [ contact center ] and enterprise for increased productivity and improved customer service.
- Users are able to define how their status will be synchronized and displayed for increased flexibility and ease-of-use.
- [ Contact center ] agents can enjoy the rich functionality of [ CIC's ]Interaction Client®.NET Edition, plus capabilities such as being able to initiate Lotus Sametime instant messaging sessions and voice chats with employees throughout the enterprise for more effective communications.
"Our interests are in cutting through all the hype of UC that is rampant in the marketplace by delivering specific solutions that solve real business problems," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "Working with IBM, we'll deliver a well-defined integration that provides practical benefits to organizations using CIC or Lotus Sametime, as well as prospects considering the value of a UC implementation."
Interactive Intelligence first released its [ all-in-one IP communications software suite ] in 1997. This scalable, standards-based suite offers single-platform architecture with inherent multi-channel processing designed to eliminate the cost and complexity introduced by multi-point products.
[ CIC ] functionality includes SIP-based switching; multi-channel routing and queuing; outbound and blended dialing; presence management; multi-channel quality monitoring; workforce management; interactive voice response; unified messaging; Web self-service; business process automation, e-mail response and knowledge management.
For more information about CIC, visit [ http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx ].
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is ranked among NetworkWorld's top 200 North American networking vendors, is a BusinessWeek "hot growth 50" company, and is among FORTUNE Small Business magazine's top 100 fastest growing companies. The company is also positioned in the leaders quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or [ info@inin.com ]; on the Net: [ http://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 Inc. 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.
IBM, Lotus, and Sametime are trademarks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others.
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