Interactive Intelligence and RightNow to Release Integrated Software Solution for Improved Customer Interaction Management
October 28 2009 - 9:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ) and RightNow®
Technologies (Nasdaq: 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™ (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. (Nasdaq: 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 info@inin.com; 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.
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