Interactive Intelligence to offer integration with Oracle sales and marketing cloud service
- United Arab Emirates: Tuesday, October 09 - 2012 at 12:28
- PRESS RELEASE
Interactive Intelligence Group Inc., a global provider of unified IP business communications solutions, is developing an integration between its all-in-one IP communications software suite, Customer Interaction Center (CIC), and Oracle Sales and Marketing Cloud Service.
The integration will offer screen-pop, which gives employees access to the Oracle Sales and Marketing Cloud Service interface pre-filled with customer data simultaneous with a call. The interface will also be embedded with CIC's call control features, such as transfer, hold, conference, disconnect, and a "click-to-call" function.
In addition, the Oracle Sales and Marketing Cloud Service interface will store all inbound and outbound call details, such as call source, length of call, and any comments about the conversation added by the employee.
The integration between CIC and Oracle Sales and Marketing Cloud Service will be offered via a premises-based, managed services, or cloud delivery model.
First released in 1997, CIC was developed as an all-in-one IP communications software suite offering multichannel communications functionality minus the cost and complexity introduced by multipoint solutions.
CIC includes contact center functionality for multichannel routing and queuing, interactive voice response, call and screen recording, outbound/blended dialing, workforce management, customer feedback management, speech analytics, and mobile customer service. CIC also offers a host of unified communications and business process automation applications for the enterprise.
CIC is ideal for mid-size to large organizations across all vertical industries, including financial services, outsourcer and teleservices firms, insurance companies, credit and collection agencies, and utilities.
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