Contact Center Solutions Featured Article

Interactive Intelligence Softphone Connector Available on Salesforce AppExchange2

December 07, 2010

Interactive Intelligence, a company dedicated to providing unified IP business communications solutions, has now made its Softphone Connector available on’s AppExchange2. The company made the announcement at the cloud computing event Dreamforce 2010.

As a result of integration of the Interactive Intelligence multichannel contact center software with the Salesforce CRM desktop user interface, the Softphone Connector can increase employee productivity. This integration includes embedded call controls within the Salesforce CRM interface, and integrated presence management and screen-pop.

“Our Interactive Intelligence and Salesforce CRM integration has helped our sales and technical support teams reduce call times, while decreasing customer response time,” said Jill Dozier, chief operating officer for ABC Financial Services, in a statement. “By having customer data ‘popped’ on inbound calls, we’ve eliminated the task of manually locating the customer’s record, or switching between applications to perform call control.

“Our technical support team is also taking advantage of the integrated Web chat functionality, and we have plans to deploy custom screen pops for these interactions, which will further increase our productivity and improve customer service,” Dozier added.

Interactive Intelligence’s multichannel contact center software is the company’s enterprise cloud computing platform that was built using This solution can be viewed on AppExchange2 and demonstrations are available upon request.

This solution is part of the company’s all-in-one IP communications software suite, Customer Interaction Center (CIC), which provides customers with contact center automation, enterprise IP telephony and business process automation.

“Our integrated functionality includes configurable screen-pops based on any media type, along with multichannel queuing and routing,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “The depth of this multichannel integration gives Salesforce users a unique value proposition by enabling them to more efficiently handle different media types, with the added benefit of faster customer response time regardless of the communications channel used.”’s chief marketing officer, Kendall Collins, contributed that the service cloud is’s fastest growing product line. The continued innovation demonstrated by Interactive Intelligence in the customer service and support space is expected to further the success customers are realizing with the ecosystem of partners that has developed around the service cloud.

In other Interactive Intelligence news, ContactCenterSolutions recently reported that the company has acquired Global Software Services, Inc., a company doing business as Latitude Software. Interactive Intelligence purchased 100 percent of Latitude’s stock. This acquisition is said to reflect the company’s ongoing growth strategies of using a strong cash position to add industry-specific applications and expertise.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Tammy Wolf