Interactive Intelligence is offering integration of its all-in-one IP communications software suite, Customer Interaction Center (CIC), with IBM Lotus Sametime.
The solution integrates CIC’s desktop client, presence, and company-wide directory capabilities with Lotus Sametime. It gives CIC and Lotus Sametime users access to a single company-wide directory. Presence information is synchronized between the CIC and Lotus Sametime software so contact center agents and business users can view each other’s status for more efficient communications. System administrators can define how users’ status will be synchronized and displayed for maximum flexibility and ease-of-use.
The solution also gives contact center agents access to the CIC desktop client application, Interaction Client, from which they can initiate Lotus Sametime instant messaging and voice chats.
“We designed our integration so shared CIC and Lotus Sametime users could better collaborate with each other,” said Joe Staples, chief marketing officer at Interactive Intelligence. “By removing silos of communication, our integration will help companies maximize the expertise of all employees so they can cost-effectively provide better service to their customers.”