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Interactive Intelligence and RightNow Partner to Release Integrated Software Solution
Nov 04, 2009 (Close-Up Media via COMTEX) --
Interactive Intelligence and RightNow Technologies announced they are introducing an integrated software solution for customer interaction management.
The integration, with general availability in the fourth quarter of 2009, combines the self-service and agent-assisted service capabilities of the RightNow CX customer experience suite, with the contact center automation and enterprise IP telephony functionality of the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC).
"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. "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 VP 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."
The integration includes the following functionality:
-Embedded call controls: From the RightNow agent desktop, users can access full Interactive Intelligence client functionality for call and e-mail management as well as presence management and company directory look-up.
-Screen-pop: Adds the ability to screen-pop a pre-filled record, or if the number is not already stored, pop a blank screen for data-entry; includes customization tool for automated, multi-step screen-pop tasks.
-Multichannel queuing and routing: Enables calls and e-mails to be routed via a universal queue and managed from within a single screen.
-Unified Reporting: Call and e-mail interactions tracked by the Interactive Intelligence reporting feature are now stored in the RightNow database so users get a unified view of interactions directly from the RightNow "media bar."
Interactive Intelligence is a provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.
((Comments on this story may be sent to newsdesk@closeupmedia.com))
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