Software suite adds contact center features to Lync Server for an improved customer experience, enhanced collaboration, and simplified deployment
Dubai, United Arab Emirates., February 1, 2014 - (PressReleasePoint) - Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center (CIC) version 4.0, has achieved Lync 2013 Qualification in the contact center category, which demonstrates interoperability with Microsoft® Lync Server 2013.
The combined solution adds CIC’s wealth of contact center features to Lync Server 2013 for an improved customer experience, enhanced collaboration, and simplified deployment. Key features include the following:
Common CIC and Lync Server directory. Users on either system can access employee contact information from within a single interface and collaborate via IM, video, voice call, email, fax, or desktop sharing.
Synchronized presence. Real-time presence management shows the status of employees across both systems, thus eliminating blind transfers and reducing hold times.
Direct SIP integration. Standards-based communications protocol enables “click-to-call”, speeds deployment time, and eliminates the need for third-party gateways for reduced costs.
“Passing Lync Server interoperability testing means we offer customers a combined solution that meets stringent requirements for installation, configuration, documentation and support,” said Interactive Intelligence senior director of global alliances, Michael Shrall. “Our paired offering delivers a comprehensive solution for both the contact center and the enterprise without customers undergoing costly and time-consuming integration projects.”
The Microsoft interoperability testing is part of its Lync ISV Qualification program, which helps ensure that qualified applications meet customer expectations for specific scenarios. Testing covers performance, reliability and SDK/API utilization.
CIC, which can be deployed via the cloud or on-premises, gives organizations of all sizes multichannel contact center, unified communications, and business process automation functionality.
CIC applications include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialing, workforce management, real-time speech analytics, customer feedback management, and more.
Interactive Intelligence first received Lync Qualification for interoperability in 2010. The company has been a Microsoft Gold ISV partner since 2007.
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