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Interactive Intelligence Customer Interactive Center Now Integrates with Oracle Sales Cloud

September 24, 2013

Interactive Intelligence announced it has expanded its status as a Gold level member of the Oracle PartnerNetwork (OPN) by achieving Oracle Validated Integration with Oracle Sales Cloud for the latest version of the Customer Interaction Center (CIC) IP communications software suite. As such, CIC version 4.0 now boasts a handful of new features relating to Oracle’s cloud-based customer relationship management (CRM) solution.

This announcement comes shortly after the news that Interactive Intelligence was awarded the 2013 EMEA Frost & Sullivan Award for Contact Center Company of the Year, as well as the unveiling of a new global conference, CX Hot Trends Symposium: Shaping the Customer Experience, from the company, in conjunction with TMC.

“Our CIC and Oracle Sales Cloud integration gives joint enterprise and contact center customers a streamlined, intuitive user interface for improved service and increased productivity,” said Joe Staples, Interactive Intelligence chief marketing officer, in a statement.

New features introduced into CIC through integration with Oracle Sales Cloud include: Screen Pop, a caller ID or ANI-based pop-up that gives employees access to the Oracle Sales Cloud interface pre-filled with customer data; Embedded Call Controls, which integrates the Oracles Sales Cloud interface with CIC’s call control features; and Call Activity Management, which automatically routes information from CIC-routed inbound and outbound calls to the Oracle Sales Cloud interface.

Of course, the integrated CIC and Oracle Sales Cloud solution can be deployed through the cloud, on premise, or even as a managed service.

“Oracle Validated Integration applies a rigorous technical review and test process,” said Kevin O’Brien, Oracle senior director of ISV and SaaS Strategy. “Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between CIC 4.0 and Oracle Sales Cloud 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.”

Edited by Stefania Viscusi