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Business Process Automation Featured Article

August 06, 2009

Interactive Intelligence Makes Spanlink Communications an 'Elite Partner'

By Patrick Barnard, Group Managing Editor, TMCnet

Interactive Intelligence has made Spanlink Communications an “Elite Partner” in its reseller program.

That means Spanlink is authorized to sell, deploy and support Interactive Intelligence (News - Alert) unified IP business communications solutions.

“After months of careful evaluation, we’re excited to diversify our business and expand our product portfolio by partnering with Interactive Intelligence,” said Spanlink (News - Alert) CEO Scott Christian in a release. “Interactive Intelligence is a proven company with compelling product architecture and a large, satisfied customer base. These factors make it a valuable partner – one that will make us a stronger company, while increasing the benefits to our customers and stakeholders.”

Spanlink also counts Cisco and Nuance (News - Alert) among its reseller partners. Its contact center and unified communications solutions are built on the Cisco platform.

Spanlink, which started operations in 1988, offers a comprehensive portfolio of contact center solutions, including PBX (News - Alert), ACD, IVR and (thanks to it’s acquisition of Calabrio Software in 2006, which it later spun-off in 2007) workforce optimization – all bundled on a unified communications platform delivering advanced capabilities such as presence and on-demand conferencing. It also offers installation and integration services and support.
 
As with Interactive Intelligence, Spanlink’s solutions go beyond the contact center itself, as it aims to create “a strategic customer interaction network that spans all your communications points – headquarters, contact centers, branch offices, Web sites and other interactive channels.”

According to the release, Spanlink will be expanding its sales, systems engineering, professional services and support teams in order to support the Interactive Intelligence product portfolio, which consists of software and services for contact center automation, enterprise IP telephony and business process automation.
 
“Spanlink’s technology expertise and national reach make it an ideal partner through which we can further extend the benefits of our unique standards-based, all-in-one IP communications software suite,” said Paul Weber, Interactive Intelligence VP of North American sales, in the release.
 
Interactive Intelligence’s all-in-one contact center platform (Customer Interaction Center) is designed to eliminate the cost and complexity of operating and supporting multi-vendor systems. Just like Spanlink’s offering, it too includes a full suite of contact center applications and unified communications capabilities, all tightly integrated on single, Windows-based platform.

Interactive Intelligence, which posted 7.5 percent revenue growth for Q2 2009, is currently developing a new Business Process Automation (BPA) product called Interaction Process Automation (IPA) which is scheduled for release in Q4. The new offering -- a module that plugs into Interactive Intelligence's CIC platform -- facilitates what the company calls “communications-based process automation."

According to Interactive Intelligence, IPA -- which recently won a Unified Communications TMC Labs Innovation Award -- will enable companies to use the multimedia routing and presence capabilities of the CIC platform as a framework for carrying out routine, daily business processes. The new offering will include support for documents in a wide range of formats -- in addition to the multimedia contacts (phone, email, IM, conferencing, etc.) the platform supports currently.

Helping to facilitate the document management piece is the software Interactive Intelligence acquired when it bought Columbia, SC-based software company AcroSoft in May. According to company officials, AcroSoft's document management software, which was created for the insurance industry, will be integrated into the IPA product, and this is what will enable document sharing.

The idea behind CBPA and the new IPA offering is this: Much the same way a contact center agent can route a call or other contact to any designated end-point throughout an organization, based on pre-defined rules, any worker (or automated system) in any department can use IPA to automatically route documents to any other end point on the network. What’s more, the same automated re-routing and failover mechanisms found in the contact center platform can be applied: For example, if a worker is unavailable to handle a task, at any given time (as indicated through their presence), the system will automatically re-route that task onto the next available employee who is qualified to handle it. Not only will this streamline business operations, it will open the door to a whole new level of tracking, reporting and quality monitoring for routine business processes.

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Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.





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