Contact centre agents and business users can now collaborate more effectively
The integration of Interactive Intelligence’s all-in-one IP communications software platform with Microsoft’s Office Communications Server 2007 Release 2 can now allow and help contact centre agents and business users to communicate and collaborate more effectively.
The integration will offer synchronised presence; the ability to exchange instant messages between the two systems through a common enterprise-wide user directory; and simplified administration for user provisioning between both systems.
The platform will add improved contact centre agent and business user features, such as multi-channel skills-based routing, call and screen recording, an operator console interface, workforce management, and cradle-to-grave reporting.
"The combination of Office Communications Server 2007 Release 2 and the Interactive Intelligence software will provide a powerful new way for people to collaborate, and offers customers a rich and integrated communications experience," said Eric Swift, senior director of the Microsoft Unified Communications Group at Microsoft Corp. "Interactive Intelligence is adding significant value to enterprise communications by enabling businesses to better connect people, information and business processes."
This follows the currently available integration of the Interactive Intelligence software with the first release of Office Communications Server 2007.
"We pride ourselves in providing high-quality solutions that offer the most up-to-date features," said Interactive Intelligence senior vice president of worldwide marketing, Joe Staples. "By working with Microsoft, we feel confident that our all-in-one IP communications software will provide users of Office Communications Server 2007 R2 with enhanced functionality and significant value."
To learn more about Interactive Intelligence integrations to Microsoft products, visit: http://www.inin.com/ProductSolutions/Pages/Microsoft-Integrations.aspx .
Office Communications Server 2007 R2 manages real-time communications, including instant messaging, voice over IP, and audio and video conferencing. It works with existing telecommunications systems so businesses can deploy advanced VoIP and conferencing without tearing out their legacy phone networks. It also powers presence that unites all the contact information stored in Active Directory with the ways people communicate.