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Interactive Intelligence’s Customer Interaction Center Is Validated for Oracle Sales Cloud
Integration designed to help enterprises and contact centers improve customer service and increase employee productivity.
Posted Sep 24, 2013
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Interactive Intelligence has achieved Oracle Validated Integration of the latest version of its IP communications software suite, Customer Interaction Center (CIC) 4.0 with Oracle Sales Cloud.

Integrated features and benefits include the following:

  • Screen Pop: CIC provides caller ID or ANI-based screen-pop that gives employees access to the Oracle Sales Cloud interface pre-filled with customer data simultaneous with a call.
  • Embedded Call Controls: The Oracle Sales Cloud interface is embedded with CIC's call control features (transfer, hold, conference, disconnect, click-to-call, etc.).
  • Call Activity Management: Information from CIC-routed inbound and outbound calls is automatically stored in the Oracle Sales Cloud interface for real-time access to call source, length of call, and more.

The integrated CIC and Oracle Sales Cloud solution can be deployed via the cloud, on-premises, or as a managed service.

"Our CIC and Oracle Sales Cloud integration gives joint enterprise and contact center customers a streamlined, intuitive user interface for improved service and increased productivity," said Interactive Intelligence Chief Marketing Officer Joe Staples in a statement.

To achieve Oracle Validated Integration, Oracle partners must meet requirements based on the needs and priorities of customers.

"Oracle Validated Integration applies a rigorous technical review and test process," said Oracle Senior Director of ISV and SaaS Strategy Kevin O'Brien in a statement. "Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between CIC 4.0 and Oracle Sales Cloud has been validated and that the products work together as designed. This helps reduce deployment risk and improves the user experience for our joint customers."

Interactive Intelligence has been a Gold level member of Oracle PartnerNetwork since 2011 and has achieved Oracle Validated Integrations with Oracle Siebel CRM and Oracle Cloud Service.


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