Software provides an enhanced customer experience, increased agent
efficiency, and lower deployment costsUniversal multichannel routing – Helps enable consistent
customer care across media types with unified queuing, prioritizing,
and routing of calls, Web chats, callbacks and generic objects.
Customizable screen-pop -- Uses caller ID to drive a screen-pop
or send information from CIC’s interactive voice response (IVR) to
customized functions within SAP CRM.
Information transfer – Enables screen-pop information to be
shared when an interaction is transferred from agent to agent.
Agent status -- Offers status settings within SAP CRM on the
desktop for a more accurate assessment of agent activity, and more
efficient staffing with custom-configurable, real-time presence
Embedded call controls – Provides access to caller information,
call details, and call control buttons within the desktop
communication toolbar of SAP CRM.
Unified interaction reporting – Provides a view of the records
in SAP CRM with their associated interaction history to gain insight
into service, such as customer issues that require the most agent time.
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of
software and services designed to improve the customer experience, has
achieved certified integration
of its all-in-one Customer
Interaction Center™ (CIC) software suite with the SAP®
Customer Relationship Management (SAP CRM) application.
The SAP Integration and Certification Center has certified that CIC
version 4.0integrates with SAP Customer Relationship Management
“Our Interactive Intelligence CIC software enhances the customer
experience and increases agent efficiency through an embedded screen-pop
within SAP CRM, and a single interface for managing multichannel
communications,” said Interactive Intelligence senior director of global
alliances, Michael Shrall. “Customers get the added benefit of fast,
cost-effective deployment as a result of our tested, certified
integration with SAP CRM.”
When used with SAP CRM, the Interactive Intelligence CIC software suite
gives customers the following features:
Interactive Intelligence 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
Applications in the Interactive Intelligence CIC software suite include
multichannel routing and queuing, interactive voice response, call and
screen recording, predictive dialing, workforce management, real-time
speech analytics, customer feedback management, unified messaging,
desktop faxing, conferencing, and more.
To learn more about the certified integration of Interactive
Intelligence CIC with the SAP CRM application, visit http://www.inin.com/resources/ProductLiterature/SAP-Integration.pdf.
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 a Frost & Sullivan Company of the Year Award for the last four
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 email@example.com. 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. SAP and all
SAP logos are trademarks or registered trademarks of SAP AG in Germany
and in several other countries. All other product and service names
mentioned are the trademarks of their respective companies.
Christine Holley, Senior Director of
Market Communications, 317-715-8220
Source: Interactive Intelligence Group Inc.