Onyx Software and Interactive Intelligence Deliver Integrated CRM and Contact Center Solution
June 14 2004 - 10:00AM
PR Newswire (US)
Onyx Software and Interactive Intelligence Deliver Integrated CRM
and Contact Center Solution Software connector provides integration
between Onyx Employee Portal and Customer Interaction Center(R)
BELLEVUE, Wash. and INDIANAPOLIS, June 14 /PRNewswire-FirstCall/ --
Onyx(R) Software Corp. (NASDAQ:ONXS), a worldwide leader in
successful customer relationship management (CRM), and Interactive
Intelligence Inc., (NASDAQ:ININ), a global developer of
Microsoft-based business communications solutions, have signed an
alliance agreement designed to reduce the cost and complexity of
contact center automation and CRM integration. (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) Under this
agreement, the two companies are delivering a connector between the
latest version of Onyx Employee Portal, a Web-based CRM solution
that consolidates customer information, and Interactive
Intelligence's Customer Interaction Center(R) (CIC), a contact
center automation software product that includes applications such
as automatic call distribution, interactive voice response and Web
chat. This agreement formalizes a long-standing relationship
between Onyx and Interactive Intelligence that has resulted in
successful joint implementations at more than a dozen customer
sites, including Amway Korea, Netegrity, and Sony Music
Entertainment. Netegrity installed an integrated Onyx and
Interactive Intelligence solution to enhance its customer support
offerings around the world. The solution has helped the company to
realize tremendous return on investment, including: * 45 percent
increase in its case volume -- without increasing staff * 18
percent increase in overall customer satisfaction * 35 percent
decrease in time to resolve cases * 40 percent decrease in
backlogged cases "Netegrity continues to grow its customer base and
we are now handling 45 percent more cases today than a year ago
without significantly increasing our staff," said Brad Nelson,
chief information officer, Netegrity. "For every dollar we
currently spend in the contact center, we save three. I firmly
believe that this could not have been achieved without the
Onyx/Interactive Intelligence combination." "With more than a dozen
customers already realizing the benefits of an Onyx/Interactive
Intelligence solution, businesses can be confident that they're
getting, not just the most advanced technology, but a solution
that's delivered by proven market leaders," said Dr. Donald E.
Brown, president and chief executive officer for Interactive
Intelligence. The Onyx/Interactive Intelligence connector was
designed to enable customers to quickly and easily integrate the
two solutions, thus minimizing installation time and simplifying
maintenance. According to the two companies, the integrated
solution provides a single interface embedding the call interaction
and skills-based routing information into the customer data screens
in Onyx, resulting in increased productivity and enhanced customer
service. "Our relationship with Interactive Intelligence is
fundamentally about saving our customers' time, and increasing
productivity in the contact center," said Ben Kiker, senior vice
president and chief marketing officer for Onyx. "Both computer
telephony and CRM are powerful on their own, but the sum is greater
than the parts. Together, Onyx and Interactive Intelligence make it
possible to create relevant, personalized customer experiences
throughout the contact center, while reducing operational costs."
About Onyx Contact Center Solution With over 1,000 customers, Onyx
solutions are used by service, sales and marketing organizations
ranging from medium-sized businesses to the world's most recognized
brands, including American Express, Amway, and ntl. While these
companies range in size and vary in their geographic location, they
share one common need -- the need to cost effectively model
processes to provide a more intimate level of customer service
where every interaction counts. The Onyx Contact Center supports
this objective by offering a rich portfolio of capabilities
including business process automation, cross-sell / up-sell, email
management, intelligent call scripting, knowledgebase access, web
self-service and work ticket management. About Onyx Software Onyx
Software Corp. (NASDAQ:ONXS), a worldwide leader in delivering
successful CRM, offers a fast, cost-effective, usable solution that
shares critical information among employees, customers and partners
through three role-specific, Web services-based portals. The Onyx
approach delivers real- world success by aligning CRM technology
with business objectives, strategies and processes. Companies rely
on Onyx across multiple departments to create a superior customer
experience and a profitable bottom line. Onyx serves customers
worldwide in a variety of industries, including financial services,
healthcare, high technology and the public sector. Customers
include Amway, United Kingdom lottery operator Camelot, Delta
Dental, Microsoft Corporation, Mellon Financial Corporation, The
Regence Group, State Street Corporation and Suncorp. More
information can be found at (888) ASK-ONYX, or http://www.onyx.com/
. About Interactive Intelligence Inc. Interactive Intelligence Inc.
(NASDAQ:ININ) is a global developer of Microsoft-based business
communications software for IP telephony, contact center
automation, unified communications, and customer self-service. The
company was founded in 1994 and has more than 1,000 customers
worldwide. Recent awards include Software Magazine's 2003 Top 500
Global Software and Services Companies, Network Computing
Magazine's 2003 Editor's Choice, Internet Telephony Magazine's 2003
Editor's Choice and Product of the Year, Customer Inter@ction
Solutions Magazine's 2003 Product of the Year, and
ContactCenterWorld.com's 2004 Members' Choice. Interactive
Intelligence employs approximately 350 people and is headquartered
in Indianapolis, Ind. The company has 12 offices throughout North
America, Europe and Asia. Its telephone number is +1 317.872.3000;
on the Web: 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. Contacts: Carrie Holmes Onyx Software +1
425.519.4096 or Christine Holley, Director of Market Communications
Interactive Intelligence Inc. +1 317.715.8220 or
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO
http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence
Inc. CONTACT: Carrie Holmes of Onyx Software, +1-425-519-4096, or ;
or Christine Holley, Director of Market Communications of
Interactive Intelligence Inc., +1-317-715-8220, or Web site:
http://www.inin.com/ http://www.onyx.com/
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