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Interactive Intelligence and RightNow to Release Integrated Software Solution for Improved Customer Interaction Management

Integrated solution to help enterprises and contact centres increase productivity and improve customer service
  • 23 November, 2009 09:16

<p>Sydney, 23 November 2009 -- Interactive Intelligence (Nasdaq: ININ) and RightNow® Technologies (Nasdaq: RNOW) are introducing an integrated software solution for improved customer interaction management.</p>
<p>The integration, with general availability this quarter, combines the self-service and agent-assisted service capabilities of the RightNow CX customer experience suite, with the contact centre automation and enterprise IP telephony functionality of the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center™ (CIC).</p>
<p>The new integration brings the following to the RightNow agent desktop for increased productivity and improved customer service: embedded call controls, screen-pop, multichannel queuing and routing, click-to-dial, and unified reporting.</p>
<p>“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 Brett Waters, Vice President Asia Pacific – South, RightNow. “Interactive Intelligence’s single-platform architecture further adds operational value by simplifying installation, administration, and customisation.”</p>
<p>“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 ANZ Country Manager, Brendan Maree. “With our respective engagement teams aligned, joint clients are assured they’re receiving solid customer experience solutions backed by dedicated experts.”</p>
<p>The integration includes the following functionality:</p>
<p>- Embedded call controls: From the RightNow agent desktop, users can quickly access full Interactive Intelligence client functionality for call and e-mail management (record, hold, transfer, mute, etc.), as well as presence management, company directory look-up, and more.</p>
<p>- 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 quick data-entry; includes customisation tool for automated, multi-step screen-pop tasks.</p>
<p>- Multichannel queuing and routing: Enables calls and e-mails to be routed via a universal queue and managed from within a single screen.</p>
<p>- Click-to-dial: Easy “mouse-click” dialing eliminates the need to manually copy and paste numbers into a computer-based softphone, or dial from a desk phone.</p>
<p>- 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.”</p>
<p>For more information about the Interactive Intelligence and RightNow integration, visit http://www.inin.com/ProductSolutions/Pages/Integrations-CRM-applications.aspx</p>
<p>About RightNow Technologies</p>
<p>RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organisations around the globe. To learn more about RightNow, go to www.rightnow.com</p>
<p>About Interactive Intelligence</p>
<p>Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has approximately 3,000 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is ranked among Network World’s top 200 North American networking vendors, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs more than 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +61 2 8918 4800 or info_aunz@inin.com; on the Net: http://www.inin.com/au-nz</p>
<p>ENDS</p>

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