Interactive Intelligence Group, a provider of customer experience software and services, has signed an agreement that enables it to offer private-labeled versions of OrgSpan enterprise social communications features with its all-in-one cloud and on-premises IP communications software suite.
Under the terms of the agreement, Interactive Intelligence is offering a private-labeled version of OrgSpan Select, a cloud-based application that enables customers to search and view agent social profiles by skill-set, years of experience, wait time, and more, enabling them to choose the agent best-qualified to serve them.
As a result of the agreement, Interactive Intelligence will also offer OrgSpan Connect CIC. OrgSpan Connect CIC offers a unified company directory of OrgSpan Connect users, and users of the Interactive Intelligence IP communications software suite, Customer Interaction Center (CIC). OrgSpan Connect CIC is embedded into Interactive Intelligence's CIC desktop client, enabling employees to do the following:
- Search, view, and connect to everyone in the organization from within CIC;
- Search by employee skills, certifications, etc.;
- Transfer calls and view the status of both OrgSpan Connect and CIC users (e.g., in a meeting, on vacation, etc.); and
- Access a global view that includes presence information from Microsoft Lync, Cisco Unified Communications Manager, and CIC.
"Social media is changing the dynamics of how customers want to engage with vendors for service," said Interactive Intelligence founder and CEO Donald Brown, in a statement. "Today's consumers want a say in how, when, and by whom they get served. OrgSpan Select enables us to offer our customers a far more innovative approach to how they're connected with an agent. The result is competitive differentiation for our customers and improved service for their customers."
"We're excited to partner with Interactive Intelligence to give even more companies the ability to empower their customers with a totally new service experience," said OrgSpan co-founder and president, Jeffrey Swartz, in a statement. "OrgSpan Select puts the service experience back into the hands of customers by giving them access to valuable agent information, such as product knowledge and how they've been rated by customers in the past. For companies that use OrgSpan Select, they've just leap-frogged their competition with a major customer service advantage."
Interactive Intelligence is offering OrgSpan Connect CIC and OrgSpan Select via the cloud or on-premises.