Combined solution will help companies improve customer service and
Search, view and connect to everyone in the organization from within
CIC – search by employee skills, certifications, etc.
Transfer calls and view the status of both OrgSpan Connect and
CIC users (e.g. “In A Meeting,” “On Vacation,” etc.).
Access a global view that includes presence information from Microsoft
Lync, Cisco Unified Communications Manager, and CIC.
INDIANAPOLIS & DURHAM, N.C.--(BUSINESS WIRE)--
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of
software and services designed to improve the customer experience, has
signed an agreement that enables it to offer private-labeled
versions of OrgSpan enterprise social communications features with
its all-in-one cloud and on-premises IP communications software suite.
Under the terms of the agreement, Interactive Intelligence is offering a
private-labeled version of OrgSpan
Select, a cloud-based application that enables customers to
search and view agent social profiles – by skill-set, years of
experience, wait time, and more – enabling them to choose the agent best
qualified to serve them.
“Social media is changing the dynamics of how customers want to engage
with vendors for service,” said Interactive Intelligence Founder and CEO
Dr. Donald E. Brown. “Today’s consumers want a say in how, when, and by
whom they get served. OrgSpan Select enables us to offer our
customers a far more innovative approach to how they’re connected with
an agent. The result is competitive differentiation for our customers,
and improved service for their customers.”
“We’re excited to partner with Interactive Intelligence to give even
more companies the ability to empower their customers with a totally new
service experience,” said OrgSpan Co-Founder and President Jeffrey
Swartz. “OrgSpan Select puts the service experience back into the
hands of customers by giving them access to valuable agent information,
such as product knowledge and how they’ve been rated by customers in the
past. For companies who use OrgSpan Select, they’ve just
leap-frogged their competition with a major customer service advantage.”
As a result of the agreement, Interactive Intelligence will also offer OrgSpan
Connect CIC. OrgSpan Connect CIC offers a unified company
directory of OrgSpan Connect users, and users of the Interactive
Intelligence IP communications software suite, Customer Interaction
Center™ (CIC). OrgSpan Connect CIC is embedded
into Interactive Intelligence's CIC desktop client, enabling employees