Contact Center Solutions Featured Article

Interactive Intelligence and OrgSpan Partner for Enhanced Social Customer Service Interactions

October 25, 2013

Interactive Intelligence Group has signed an agreement with OrgSpan to introduce a new set of capabilities designed to increase customer satisfaction and improve the overall consumer experience. The agreement will allow Interactive Intelligence to offer private-labeled versions of OrgSpan’s enterprise social communications OrgSpan Select with Interactive’s CIC all-in-one cloud and on-premises IP communications software suite.

For those not familiar with OrgSpan Select, it isa cloud-based application that enables customers to search and view agent social profiles — by skill-set, years of experience, wait time, and more. It means they can choose the agent best qualified to serve them. It is designed to help customers easily access the people they need to interact with to resolve their issues quickly and efficiently speeding responsiveness and enabling contact centers to improve the quality and time of interactions.

"Social media is changing the dynamics of how customers want to engage with vendors for service," said Interactive Intelligence Founder and CEO Dr. Donald E. Brown. "Today's consumers want a say in how, when, and by whom they get served. OrgSpan Select enables us to offer our customers a far more innovative approach to how they're connected with an agent. The result is competitive differentiation for our customers, and improved service for their customers."

"We're excited to partner with Interactive Intelligence to give even more companies the ability to empower their customers with a totally new service experience," said OrgSpan Co-Founder and President Jeffrey Swartz. "OrgSpan Select puts the service experience back into the hands of customers by giving them access to valuable agent information, such as product knowledge and how they've been rated by customers in the past. For companies who use OrgSpan Select, they've just leap-frogged their competition with a major customer service advantage."

As a result of the agreement, Interactive Intelligence will also offer OrgSpan Connect CIC. This capability offers a unified company directory of OrgSpan Connect users, and users of  CIC. OrgSpan Connect CIC is embedded into the CIC desktop client. It enables employees to:

  • Search, view and connect to everyone in the organization from within CIC — search by employee skills, certifications, etc. 
  • Transfer calls and view the status of both OrgSpan Connect and CIC users (e.g. "In A Meeting," "On Vacation," etc.).
  • Access a global view that includes presence information from Microsoft Lync, Cisco Unified Communications Manager, and CIC.

Interactive Intelligence is offering OrgSpan Connect CIC and OrgSpan Select via the cloud or on-premises. Both products are available globally through the Interactive Intelligence channel of more than 350 resellers and directly through the company's sales team. 

The combination of the two capabilities adds a new dimension to contact center interactions by giving customers a means to connect with the right resources they need to resolve their unique questions and problems while giving those resources the tools required to be even more responsive.  

Edited by Peter Bernstein