Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, 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.
“Social media is changing the dynamics of how customers want to engage with vendors for service,” said Interactive Intelligence Founder and CEO Dr. Donald E. Brown. “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. “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 who use OrgSpan Select, they’ve just leap-frogged their competition with a major customer service advantage.”
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:
- 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.).
- Access a global view that includes presence information from Microsoft Lync, Cisco Unified Communications Manager, and CIC.
“OrgSpan Connect CIC enables employees to quickly identify the right coworker with the right skills so they’re more efficient and can more effectively serve customers,” Brown said.
Interactive Intelligence is offering OrgSpan Connect CIC and OrgSpan Select via the cloud or on-premises. Both products are available globally through the Interactive Intelligence channel of more than 350 resellers and directly through the company’s sales team.
OrgSpan offers cloud-based enterprise social communications solutions that empower organizations to search and connect with the right person at the right time. The OrgSpan Connect product offers a company directory that includes up-to-date employee profile and contact information searchable by skill and other criteria and accessible via any mobile device or Web browser. The OrgSpan Select product enables customers to search and view agent social profiles, which include skills and other details to help identify the best-qualified agent. OrgSpan was founded in 2012 and is headquartered in Durham, North Carolina. The company employs approximately 30 people who serve customers worldwide. OrgSpan can be reached at +1 855-674-7726
About Interactive Intelligence
Interactive Intelligence Group Inc. (inin.com) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last two consecutive years. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Product Information Contact:
Mr. Shaheen Haque - Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
P: +971(4) 4347217 / M: +971 (50) 4573186