Interactive Intelligence is offering integration of its all-in-one IP communications software suite, Customer Interaction Centre™ (CIC), with IBM Lotus Sametime.
The solution integrates CIC’s desktop client, presence, and company-wide 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 chief marketing officer, Joe Staples. “By removing silos of communication, our integration will help companies maximise the expertise of all employees so they can cost-effectively provide better service to their customers.”
The solution gives CIC and Lotus Sametime users access to a single company-wide directory, thus eliminating duplicate entries and simplifying administration.
Presence information is synchronised between the CIC and Lotus Sametime software so contact centre agents and business users can view each other’s status for more efficient communications. System administrators can define how users’ status will be synchronised and displayed for maximum flexibility and ease-of-use.
The solution also gives contact centre agents access to the CIC desktop client application, Interaction Client®, from which they can initiate Lotus Sametime instant messaging and voice chats, thus further helping to improve productivity.
The CIC and Lotus Sametime integration is planned for general availability in Q1 2011.
To learn more, visit the Interactive Intelligence visit www.inin.com/ProductSolutions/Pages/IBM-Integrations.aspx.
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