The Interactive Intelligence software suite, Customer Interaction Center™ (CIC), includes features for contact centres and enterprises such as multichannel routing, interactive voice response, call and screen recording, reporting, outbound dialing, workforce management, Web self-service, knowledge and e-mail auto response management, and automated customer feedback surveys.
Microsoft Lync ushers in a connected experience transforming every communication into an interaction that is more collaborative, engaging and accessible from anywhere. A single interface unites voice, instant messaging, audio-, video-, and Web-conferencing into a richer, more contextual offering, and a single identity makes it easier and more efficient for users to find contacts, check their availability and connect with them. Lync works with Microsoft Office, enriching the experience of familiar applications like Microsoft Outlook, Microsoft Word, Microsoft SharePoint, and more.
The two systems enable CIC users and Lync Server 2010 users to communicate by phone, or by Lync instant message or video call from within a single interface. In addition, both sets of users receive synchronised presence, along with a common company-wide directory that can be viewed from within the CIC desktop client.
“CIC and Lync working together provide a streamlined communications experience to users,” said Yancey Smith, director of product management, Microsoft Lync. “Microsoft is pleased to be working with Interactive Intelligence to provide enhanced options built on the Lync 2010 platform.”
“We launched the first version of our software in 1997 designed to run on the Microsoft Windows server, and today we are a Microsoft Certified Gold Partner and a Microsoft Independent Software Vendor,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “Working with Microsoft Corp. ensures that our mutual customers will get a dependable and easy-to-use solution available for connecting people in new ways, anytime, anywhere.”
To learn more about Interactive Intelligence solutions for Microsoft products, visit: http://www.inin.com/ProductSolutions/Pages/MS-Integrations.aspx.
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