Editor's Choice - Featured Article

September 25, 2013

Interactive Intelligence CIC 4.0 Achieves Oracle Validated Integration with Oracle Cloud Service

It is no secret that Oracle (News - Alert) has a large presence in enterprises around the world. For this reason, the announcement that contact center solutions provider Interactive Intelligence Group, a Gold level member of Oracle PartnerNetwork (OPN), has achieved Oracle Validated Integration of the latest version of its IP communications software suite, Customer Interaction Center (CIC) 4.0, with Oracle (RightNow) Cloud Service, is important news to customers of the two companies.

As Interactive Intelligence Chief Marketing Officer Joe Staples (News - Alert) noted, “This integration combines CIC’s interactive voice response and multichannel queuing and routing capabilities, with Oracle Cloud Service agent and Web-facing features to help our joint contact center and enterprise customers improve service and increase employee productivity.”

Assurance that Oracle Cloud and Interactive Intelligence (News - Alert) solutions work together

For those unfamiliar with Oracle Validated Integration, it is available through Oracle PartnerNetwork (OPN). It gives customers confidence that the integration of complementary partner software products with Oracle Applications and specific Oracle Fusion Middleware solutions have been validated, and the products work together as designed.

Getting validated is an extremely rigorous technical process based on the needs and priorities of customers. Partners who have successfully completed the program are authorized to use the “Oracle Validated Integration” logo.  

Kevin O’Brien, Oracle senior director of ISV and SaaS (News - Alert) Strategy, stated, “Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between CIC 4.0 and Oracle Cloud Service has been validated and that the products work together as designed. This helps reduce deployment risk and improves the user experience for our joint customers.”

The list of integrated features and benefits is extensive and should capture more than just the attention of customers. They include:

  • Single Agent Desktop: A single agent desktop application can eliminate the need to move between systems, thus increasing agent productivity.
  • Custom Screen Pops: Customizable screen-pop of objects and data from Oracle Cloud Service, along with the ability to transfer screen-pop data empowers agents with more customer information for improved service and increased productivity.
  • Universal Queue: CIC’s ability to route and queue calls along with Oracle Cloud Service interaction types (e.g. e-mails, incidents, Web forms, social media, chats, etc.), speeds agent responsiveness and provides greater insight into agent activity for more effective multichannel service.
  • Integrated Reporting: Integrated interaction detail reporting eliminates the need for agents to re-enter information, thus resulting in greater insight into agent performance, increased productivity, and improved consistency and accuracy of data.

Most importantly, customers have deployment options. This means they can strategically decide when, where and how the integrated CIC and Oracle Cloud Service solution can be deployed—via the cloud, on-premises, or as a managed service.

Interactive Intelligence has been a Gold level member of Oracle PartnerNetwork since 2011 and has achieved Oracle Validated Integrations for Oracle Siebel CRM and Oracle Sales Cloud.

Given the need for enterprises of all sizes to optimize the productivity of their employees, integrations such as this are significant from a technical perspective. They enable more efficient operations and better visibility into people and process performance. They also give contact center agents the ability provide enhanced customer experiences by enabling  them to easily access the right information at the right time to leverage the functionality of their mission critical and customer facing capabilities. Such validated integrations also provide customers something equally as important, peace of mind.

Edited by Alisen Downey

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