INDIANAPOLIS, Oct 28, 2009 (BUSINESS WIRE) – Interactive Intelligence (ININ) and RightNow(R) Technologies (RNOW) are introducing an integrated software solution for improved customer interaction management.
The integration, with general availability in Q4 2009, combines the self-service and agent-assisted service capabilities of the RightNow CX customer experience suite, with the contact center automation and enterprise IP telephony functionality of the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center(TM) (CIC).
The new integration brings the following to the RightNow agent desktop for increased productivity and improved customer service: embedded call controls, screen-pop, multichannel queuing and routing, click-to-dial, and unified reporting.
“By having a unified desktop for agents and business users to manage interactions and data, companies can decrease call processing time, increase call resolution rates, and improve overall customer satisfaction,” said RightNow’s chief solution officer, David Vap. “Interactive Intelligence’s single-platform architecture further adds operational value by simplifying installation, administration, and customization.”
“In addition to streamlining the agent-assisted customer experience, this joint solution helps IT teams reduce deployment time for faster ROI by eliminating the need for custom integration,” said Interactive Intelligence vice president of business development, Bill Gildea. “With our respective engagement teams aligned, joint clients are assured they’re receiving solid customer experience solutions backed by dedicated experts.”
The integration includes the following functionality:
– Embedded call controls: From the RightNow agent desktop, users can quickly access full Interactive Intelligence client functionality for call and e-mail management (record, hold, transfer, mute, etc.), as well as presence management, company directory look-up, and more.
– Screen-pop: Adds the ability to screen-pop a pre-filled record, or if the number is not already stored, pop a blank screen for quick data-entry; includes customization tool for automated, multi-step screen-pop tasks.
– Multichannel queuing and routing: Enables calls and e-mails to be routed via a universal queue and managed from within a single screen.
– Click-to-dial: Easy “mouse-click” dialing eliminates the need to manually copy and paste numbers into a computer-based softphone, or dial from a desk phone.
– Unified Reporting: Call and e-mail interactions tracked by the Interactive Intelligence reporting feature are now stored in the RightNow database so users get a unified view of interactions directly from the RightNow “media bar.”
For more information about the Interactive Intelligence and RightNow integration, visit http://www.inin.com/ProductSolutions/Pages/Integrations-CRM-applications.aspx.
About RightNow Technologies
RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.
About Interactive Intelligence
Interactive Intelligence Inc. (ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has approximately 3,000 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is ranked among Network World’s top 200 North American networking vendors, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs more than 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales 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; on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company’s SEC filings.
Interactive Intelligence Inc. 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 respective owners.
SOURCE: Interactive Intelligence Inc.
Interactive Intelligence Inc.
Christine Holley, Director, Market Communications, 317-715-8220
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