Software suite adds contact center features to Lync Server for an
improved customer experience, enhanced collaboration, and simplified
deploymentCommon CIC and Lync Server directory. Users on either system
can access employee contact information from within a single interface
and collaborate via IM, video, voice call, email, fax, or desktop
Synchronized presence. Real-time presence management shows the
status of employees across both systems, thus eliminating blind
transfers and reducing hold times.
Direct SIP integration. Standards-based communications protocol
enables “click-to-call”, speeds deployment time, and eliminates the
need for third-party gateways for reduced costs.
Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP
communications software suite, Customer Interaction Center™
(CIC) version 4.0, has achieved Lync 2013 Qualification in the contact
center category, which demonstrates interoperability with Microsoft®
Lync™ Server 2013.
The combined solution adds CIC’s wealth of contact center features to
Lync Server 2013 for an improved customer experience, enhanced
collaboration, and simplified deployment. Key features include the
“Passing Lync Server interoperability testing means we offer customers a
combined solution that meets stringent requirements for installation,
configuration, documentation and support,” said Interactive Intelligence
senior director of global alliances, Michael Shrall. “Our paired
offering delivers a comprehensive solution for both the contact center
and the enterprise without customers undergoing costly and
time-consuming integration projects.”
The Microsoft interoperability testing is part of its Lync ISV
Qualification program, which helps ensure that qualified applications
meet customer expectations for specific scenarios. Testing covers
performance, reliability and SDK/API utilization.
CIC, which can be deployed via the cloud or on-premises, gives
organizations of all sizes multichannel contact center, unified
communications, and business process automation functionality.
CIC applications include multichannel routing and queuing, interactive
voice response, call and screen recording, predictive dialing, workforce
management, real-time speech analytics, customer feedback management,
Interactive Intelligence first received Lync Qualification for
interoperability in 2010. The company has been a Microsoft Gold ISV
partner since 2007.
To learn more about the combined CIC and Lync Server solution, visit http://technet.microsoft.com/en-us/lync/hh972602.aspx.
To learn more about other combined CIC and Microsoft solutions, visit http://www.inin.com/solutions/Pages/Microsoft-Integrations.aspx.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center, unified communications, and business process
automation software and services designed to improve the customer
experience. The company’s solutions, which can be deployed via the cloud
or on-premises, are ideal for industries such as financial services,
insurance, outsourcers, collections and utilities. Interactive
Intelligence was founded in 1994 and has more than 5,000 customers
worldwide. The company is among Software Magazine’s 2013 Top 500 Global
Software and Service Providers, and is the recipient of TMC’s Cloud
Computing Magazine’s 2013 Cloud Computing Excellence Award. It has
received Frost & Sullivan’s Company of the Year Award, Contact Center
Systems, North America, for the last three consecutive years.
Interactive Intelligence employs more than 1,700 people and is
headquartered in Indianapolis, Indiana. The company has offices
throughout North America, Latin America, Europe, Middle East, Africa and
Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000
or firstname.lastname@example.org. Visit the company
on the Web at www.inin.com;
on Twitter at www.inin.com/twitter;
on Facebook at www.inin.com/facebook;
or on LinkedIn at www.inin.com/linkedin.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Christine Holley, Senior Director of
Market Communications, +1 317-715-8220
Source: Interactive Intelligence Group Inc.