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


Related Contact Center Solutions Articles

    Interactive Intelligence's Ninth Consecutive Year of Happy Employees

    Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
    05/27/2015

    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

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert