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Interactive Intelligence to Integrate Contact Centre Capabilities with IBM Lotus Sametime

Product integration will add contact centre capabilities to IBM Lotus Sametime for comprehensive unified communications solution
  • 29 January, 2009 06:39

<p>SYDNEY, January 29, 2009 -- Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, is working with IBM to deliver an integrated unified communications solution.</p>
<p>Interactive Intelligence will integrate the contact centre 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.</p>
<p>The integration will include presence synchronisation, company-wide directory, desktop client enhancements, and mobility features, all designed to improve communications capabilities between contact centre agents and business users.</p>
<p>Benefits include the following:</p>
<p>· 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.</p>
<p>· Presence information is synchronised between the CIC and Lotus Sametime software, thus enabling users to view the status of others in both the contact centre and enterprise for increased productivity and improved customer service.</p>
<p>· Users are able to define how their status will be synchronised and displayed for increased flexibility and ease-of-use.</p>
<p>· Contact centre 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.</p>
<p>“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 ANZ Country Manager, Brendan Maree. “Working with IBM, we’ll deliver a well-defined integration that provides practical benefits to organisations using CIC or Lotus Sametime, as well as prospects considering the value of a UC implementation.”</p>
<p>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.</p>
<p>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.</p>
<p>For more information about CIC, visit</p>
<p>About Interactive Intelligence</p>
<p>Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre 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. 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 61 2 8918 4800 or; on the Net:</p>

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