Contact Center Solutions Featured Article

Interactive Intelligence to Offer Integration Between CIC Product and Oracle Cloud

October 02, 2012

Unified business IP communications solutions provider, Interactive Intelligence (News - Alert) Group Inc., has announced it is developing an integration between its all-in-one IP communications software suite, Customer Interaction Center (CIC), and Oracle’s (News - Alert) newly announced Sales and Marketing Cloud Service.

The integration is expected to offer screen-pop, which will provide employees access to the Oracle Sales and Marketing Cloud Service interface, pre-filled with customer data simultaneous with a call. The interface will also be embedded with CIC's call control features, such as transfer, hold, conference, disconnect, and a "click-to-call" function.

The Oracle Sales and Marketing Cloud Service interface will store all inbound and outbound call details, such as call source, length of call, and any comments about the conversation added by the employee.

"We're developing our integration to help customers offer more personalized service, while increasing productivity by making it faster and easier for employees to access caller information," said Mike Shrall, Interactive Intelligence group director of integrations.

Oracle chief Larry Ellison (News - Alert) made the announcement of the company’s new cloud service at the company’s recent Oracle OpenWorld event. He said that in the future, he envisions that Oracle customers will be able to use both a public and private cloud entirely based around the company's software and hardware.

"We're adding a new line of business, cloud computing, to our traditional business of selling software and selling hardware... and we're going to sell it on the fastest computers in the world," said Ellison. "It makes a lot of sense for Oracle to be in all three tiers of cloud services.”

The three tiers Ellison envisions are Software-as-a-Service (SaaS (News - Alert)), Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS).

The integration between CIC and Oracle Sales and Marketing Cloud Service will be offered via a premises-based, managed services or cloud delivery model.

Interactive Intelligence is a Platinum sponsor of ITEXPO Austin 2012. Happening now at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe,Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO West 2012 click here.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!