Integration designed to help contact centers and enterprises improve
customer service and increase employee productivitySingle Agent Desktop:Asingle agent desktop
application can eliminate the need to move between systems, thus
increasing agent productivity.
Custom Screen Pops:Customizable screen-pop of objects
and data from Oracle Cloud Service, along with the ability to transfer
screen-pop data empowers agents with more customer information for
improved service and increased productivity.
Universal Queue:CIC’s ability to route and queue calls
along with Oracle Cloud Service interaction types (e.g. emails,
incidents, Web forms, social media, chats, etc.), speeds agent
responsiveness and provides greater insight into agent activity for
more effective multichannel service.
Integrated Reporting: Integrated interaction detail reporting
eliminates the need for agents to re-enter information, thus resulting
in greater insight into agent performance, increased productivity, and
improved consistency and accuracy of data.
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 (RightNow) Cloud Service.
“This integration combines CIC’s interactive voice response and
multichannel queuing and routing capabilities, with Oracle Cloud Service
agent and Web-facing features to help our joint contact center and
enterprise customers improve service and increase employee
productivity,” said Interactive Intelligence Chief Marketing Officer,
Integrated features and benefits include the following:
The integrated CIC
and Oracle Cloud Service 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 Cloud Service 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.”