Unified IP communications vendor, Interactive Intelligence (II), and enterprise software solutions provider, TechnologyOne, have developed a combined unified IP business communications and customer relationship management (CRM) solution for Australian and New Zealand public sector organisations.
The integrated solution embeds II features within TechnologyOne’s CRM application. This includes click-to-dial and presence management, alongside II’s all-in-one IP communications software suite, Customer Interaction Centre (CIC). CIC contains multichannel routing and queuing, interactive voice response, outbound dialling, workforce management, speech analytics, and more.
TechnologyOne will offer the solution to its public sector customers, which include education departments, and local, state, and federal government councils.
The desired outcome is to streamline communications and enhance the customer experience.
“Our integrated solution will give contact centre agents a single interface to manage both customer interactions and information for faster, more effective service,” II Australia and New Zealand managing director, Brendan Maree, said.
Frost and Sullivan Australia and New Zealand head of research, Audrey William, is optimistic about the partnership, and believes that TechnologyOne will assist II in winning deals with some of Australia’s most prominent public sector councils. William sees the growing UC market (9.3 per cent compound annual growth rate, as forecast by Frost and Sullivan) within the region helping, too.