Integration designed to help enterprises and contact centers improve
customer service and increase employee productivityScreen Pop: CIC provides caller ID or ANI-based screen-pop that
gives employees access to the Oracle Sales Cloud interface pre-filled
with customer data simultaneous with a call to enable faster, more
Embedded Call Controls: The Oracle Sales Cloud interface is
embedded with CIC’s call control features (transfer, hold, conference,
disconnect, “click-to-call,” etc.) for increased employee productivity.
Call Activity Management: Information fromCIC-routed
inbound and outbound calls is automatically stored in the Oracle Sales
Cloud interface for real-time access to call source, length of call,
and more for improved quality assurance.
Interactive Intelligence Group Inc. (Nasdaq: ININ), a Gold level member
of Oracle PartnerNetwork (OPN), has achieved Oracle
Validated Integration of the latest version of its IP communications
software suite, Customer Interaction Center™ (CIC) 4.0
with Oracle Sales Cloud.
“Our CIC and Oracle Sales Cloud integration gives joint enterprise and
contact center customers a streamlined, intuitive user interface for
improved service and increased productivity,” said Interactive
Intelligence Chief Marketing Officer Joe Staples.
Integrated features and benefits include the following:
The integrated CIC
and Oracle Sales Cloud solution can be deployed via the cloud,
on-premises, or as a managed service.
To achieve Oracle Validated Integration, Oracle partners must meet a
stringent set of requirements that are based on the needs and priorities
“Oracle Validated Integration applies a rigorous technical review and
test process,” said Oracle Senior Director, ISV and SaaS Strategy Kevin
O’Brien. “Achieving Oracle Validated Integration through Oracle
PartnerNetwork gives our customers confidence that the integration
between CIC 4.0 and Oracle Sales Cloud has been validated and that the
products work together as designed. This helps reduce deployment risk
and improves the user experience for our joint customers.”
Interactive Intelligence has been a Gold level member of Oracle
PartnerNetwork since 2011 and has achieved Oracle Validated Integrations
with Oracle Siebel CRM and Oracle Cloud Service. Interactive
Intelligence offers contact center, unified communications, and business
process automation software and services designed to improve the