Contact Center Solutions Featured Article

October 02, 2012

Interactive Intelligence to Offer Integration Between CIC Product and Oracle Cloud

By Tracey E. Schelmetic

TMCnet Contributor

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

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