Interactive Intelligence Adds Contact Center and IP Telephony Capabilities to Microsoft Office Communications Server Environment
May 13 2008 - 9:04AM
Business Wire
Interactive Intelligence Inc. (Nasdaq: ININ) is releasing an
integrated solution that combines its all-in-one IP communications
software platform with Microsoft Office Communications Server 2007.
The integration is designed to help organizations communicate more
effectively by adding contact center and IP telephony functionality
to OCS environments. The Interactive Intelligence all-in-one IP
communications software platform adds features such as
multi-channel skills-based routing, call and screen recording, an
operator console interface, workforce management, and
cradle-to-grave reporting. The integration also offers the ability
to exchange instant messages (IM) between the two systems using
OCS�s secure IM engine through a common enterprise-wide user
directory. �We�ve gone beyond the basic integration of simply
connecting audio calls between systems,� said Interactive
Intelligence founder and CEO, Dr. Donald E. Brown. �Combined with
OCS, our solution provides a broad set of contact center and IP
telephony applications, a common company directory, and simplified
administration for user provisioning. �The beauty of this combined
solution is that all users can share information and communicate
with one another in real-time even though they are running desktop
software from two different vendors. For instance, an engineer in
California running an Office Communicator Client using a PC as a
soft phone can call or �IM� a product manager in New York running
our Interaction Client�. In addition, because our integration to
OCS uses a direct SIP connection, customers don�t have to purchase
pricey gateways.� �Interactive Intelligence has taken OCS
integration a step forward by enabling customers to more easily
take advantage of both the collaboration capabilities in OCS, and
the contact center and IP telephony functionality in CIC � all
while giving users the choice of which client to run at the
desktop,� said Yankee Group enterprise research group analyst,
Vanessa Alvarez. �From an industry perspective, this move pushes
unified communications forward, which Yankee believes is critical
for achieving the Anywhere Enterprise� where employees, customers,
assets and partners can easily connect to applications, information
and services whenever and wherever they need them.� Microsoft
Office Communications Server 2007 manages real-time communications,
including instant messaging, voice over IP, audio and video
conferencing. It works with existing telecommunications systems so
businesses can deploy advanced VoIP and conferencing without
tearing out their legacy phone networks. Microsoft OCS also powers
presence, a key benefit of Microsoft unified communications that
unites all the contact information stored in Active Directory with
the ways people communicate. In 1997 Interactive Intelligence
launched its first product based on the company�s all-in-one IP
communications software platform called Interaction Center
Platform�. This platform was designed to deliver comprehensive
applications minus the cost and complexity introduced by
multi-point products. Today it serves as the basis for all the
Interactive Intelligence products, including Customer Interaction
Center� (CIC) for contact center automation and Vonexus Enterprise
Interaction Center� (Vonexus EIC) for enterprise IP telephony. The
Interactive Intelligence integration to OCS is planned for general
availability in Q3 2008. It will be offered through the Interactive
Intelligence channel of approximately 300 value-added resellers
worldwide. About Interactive Intelligence Interactive Intelligence
Inc. (Nasdaq: ININ) is a global provider of unified business
communications solutions for contact center automation, enterprise
IP telephony, and enterprise messaging. The company was founded in
1994 and has more than 3,000 customers worldwide. Interactive
Intelligence is among the top 500 global software and services
suppliers, and is ranked among the top 200 North American
networking vendors. The company employs approximately 600 people
and is headquartered in Indianapolis, Indiana. It has six global
corporate offices, with additional sales offices throughout North
America, Europe, Middle East, Africa and Asia Pacific. Interactive
Intelligence can be reached at +1 317.872.3000 or info@inin.com; on
the Net: http://www.inin.com. This release contains 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.
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