Interactive Intelligence Multichannel Contact Center Software Now Available on Salesforce.com AppExchange 2
December 07 2010 - 7:30AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, has made available
its Softphone Connector on salesforce.com’s AppExchange 2.
The Softphone Connector was designed to increase employee
productivity by integrating the Interactive Intelligence
multichannel contact center software with the Salesforce CRM
desktop user interface. It includes embedded call controls within
the Salesforce CRM interface, and integrated presence management
and screen-pop.
The announcement was made today at Dreamforce 2010, the cloud
computing event of the year.
“Our Interactive Intelligence and Salesforce CRM integration has
helped our sales and technical support teams reduce call times,
while decreasing customer response time,” said Jill Dozier, chief
operating officer for ABC Financial Services. “By having customer
data ‘popped’ on inbound calls, we’ve eliminated the task of
manually locating the customer’s record, or switching between
applications to perform call control.
“Our technical support team is also taking advantage of the
integrated Web chat functionality, and we have plans to deploy
custom screen pops for these interactions, which will further
increase our productivity and improve customer service,” Dozier
concluded.
Built using Force.com, the enterprise cloud computing platform,
the Interactive Intelligence multichannel contact center software
can be viewed on AppExchange 2, the world's most-popular
marketplace for business apps, at
http://sites.force.com/appexchange/home. Demonstrations are offered
upon request.
“Our integrated functionality includes configurable screen-pops
based on any media type, along with multichannel queuing and
routing,” said Interactive Intelligence founder and CEO, Dr. Donald
E. Brown. “The depth of this multichannel integration gives
Salesforce users a unique value proposition by enabling them to
more efficiently handle different media types, with the added
benefit of faster customer response time regardless of the
communications channel used.”
The Interactive Intelligence multichannel contact center
software is part of the vendor’s all-in-one IP communications
software suite, Customer Interaction Center™ (CIC). CIC provides
contact center automation, enterprise IP telephony, and business
process automation for mid-size to large organizations. More
information about CIC can be found at
http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx.
“The Service Cloud is our fastest growing product line,” said
salesforce.com’s chief marketing officer, Kendall Collins.
“Interactive Intelligence’s continued innovation in the customer
service and support space will only further the success customers
are finding with the ecosystem of partners that has developed
around the Service Cloud.”
Dreamforce is the industry’s leading global cloud computing
event focused on inspiring customer, partner and developer success
with cloud computing. Attendees will learn how to maximize their
current investments and explore new offerings across Salesforce
Chatter, Sales Cloud, Service Cloud, Force.com and more. Over the
past 10 years the cloud computing economy has radically changed the
way companies operate. Now as we enter the next phase, cloud
computing is becoming inherently social, real-time and mobile.
Dreamforce is where this transition is happening with hundreds of
salesforce.com partners exhibiting the latest cloud offerings, as
well as training sessions, seminars and breakout sessions.
About the Force.com Platform and AppExchange 2
Force.com is the only proven enterprise platform for building
and running business applications in the cloud. The Force.com
platform powers the Salesforce CRM applications, more than 1,000
ISV partner applications like those from CA Technologies,
FinancialForce.com and Fujitsu, and 185,000 custom applications
used by salesforce.com’s 87,200 customers such as Japan Post,
Kaiser Permanente, KONE and Sprint Nextel. Force.com also enables
developers to make any enterprise app social by leveraging the
social collaboration components including profiles, status updates,
and real-time feeds available with Chatter.
Applications built on the Force.com platform can be easily
distributed to the entire cloud computing community through the
salesforce.com AppExchange 2 marketplace, now featuring the
ChatterExchange.
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 more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s 2010 Top 500 Global Software and Services Suppliers, and
Forbes Magazine’s 2010 Best Small Companies in America. The company
is also positioned in the leaders’ quadrant of the Gartner Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 800
people and is headquartered in Indianapolis, Indiana. It has 16
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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