VoIP Contact Center Featured Article
Interactive Intelligence and RightNow Technologies to Offer Integrated Contact Center Solution
By integrating RightNow’s Web-based “customer experience” software suite with Interactive Intelligence’s (News - Alert) VoIP contact center platform, organizations will be able to deploy a full featured, state of the art contact center with far less integration time.
"By having a unified desktop for agents and business users to manage interactions and data, companies can decrease call processing time, increase call resolution rates, and improve overall customer satisfaction," said RightNow's chief solution officer, David Vap, in a release. "Interactive Intelligence's single-platform architecture further adds operational value by simplifying installation, administration, and customization."
"In addition to streamlining the agent-assisted customer experience, this joint solution helps IT teams reduce deployment time for faster ROI by eliminating the need for custom integration," said Interactive Intelligence vice president of business development, Bill Gildea. "With our respective engagement teams aligned, joint clients are assured they're receiving solid customer experience solutions backed by dedicated experts."
Bozeman, Montana-based RightNow earlier this month was named a “Leader” by Gartner (News - Alert) in the 2009 “Magic Quadrant for E-Service Suites” report. Evaluation criteria included customer experience, product, overall viability and innovation.
And yesterday, Interactive Intelligence announced that it had been positioned in the “visionaries” quadrant of Gartner’s 2009 “Magic Quadrant for Unified Communications (News - Alert)” report. The report provides an analysis of vendors in the unified communications market based on their “completeness of vision and ability to execute.” It also assesses key industry trends.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard