GEC NEWS WIREIntegration designed to help enterprises and contact centers improve customer service and increase employee productivity
Interactive Intelligence Group, a Gold level member of Oracle PartnerNetwork (OPN) 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.
“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.
Integrated features and benefits include Screen Pop, Embedded Call Controls and Call Activity Management. 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 to enable faster, more effective service. It has Embedded Call Controls where the Oracle Sales Cloud interface is embedded with CIC’s call control features (transfer, hold, conference, disconnect, “click-to-call,” etc.) for increased employee productivity. Call Activity Management takes 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 for improved quality assurance.
The integrated CIC and Oracle Sales Cloud solution can be deployed via the cloud, on-premises, or as a managed service.
“Oracle Validated Integration applies a rigorous technical review and test process,” said Oracle Senior Director, ISV and SaaS Strategy Kevin O’Brien. “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.”
