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Interactive Intelligence Brings Contact Center, IP Telephony
Capabilities to Microsoft Office Communications Server Environments
(Wireless News Via Acquire Media NewsEdge)
Interactive Intelligence is releasing an integrated solution that
combines its all-in-one IP communications software platform with
Microsoft Office Communications Server 2007.
The company said the integration is designed to help organizations
communicate more effectively by adding contact center and IP telephony
functionality to OCS environments.
The Interactive Intelligence all-in-one IP communications software
platform adds features such as multi-channel skills-based routing, call
and screen recording, an operator console interface, workforce
management, and cradle-to-grave reporting. The integration also offers
the ability to exchange instant messages (IM) between the two systems
using OCS s secure IM engine through a common enterprise-wide user
directory.
"We ve gone beyond the basic integration of simply connecting audio
calls between systems," said Interactive Intelligence founder and CEO,
Dr. Donald E. Brown. "Combined with OCS, our solution provides a broad
set of contact center and IP telephony applications, a common company
directory, and simplified administration for user provisioning.
"The beauty of this combined solution is that all users can share
information and communicate with one another in real-time even though
they are running desktop software from two different vendors. For
instance, an engineer in California running an Office Communicator
Client using a PC as a soft phone can call or IM a product manager in
New York running our Interaction Client. In addition, because our
integration to OCS uses a direct SIP connection, customers don t have
to purchase pricey gateways."
Microsoft Office Communications Server 2007 manages real-time
communications, including instant messaging, voice over IP, audio and
video conferencing. It works with existing telecommunications systems
so businesses can deploy advanced VoIP and conferencing without tearing
out their legacy phone networks. Microsoft OCS also powers presence, a
key benefit of Microsoft unified communications that unites all the
contact information stored in Active Directory with the ways people
communicate.
The Interactive Intelligence integration to OCS is planned for general
availability in Q3 2008, the company noted in a release.
((Comments on this story may be sent to newsdesk@closeupmedia.com))
((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))
Copyright ? 2008 Wireless News
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