Shaheen Haque, Territory Manager, Middle East and Turkey, Interactive Intelligence
Interactive Intelligence, a global provider of unified IP business communications solutions, has made available its Softphone Connector on salesforce.com's AppExchange 2.
The Softphone Connector was designed to increase employee productivity by integrating the Interactive Intelligence multichannel contact center software with the Salesforce CRM desktop user interface. It includes embedded call controls within the Salesforce CRM interface, and integrated presence management and screen-pop.
The announcement was made at Dreamforce 2010, the cloud computing event of the year.
"Our Interactive Intelligence and Salesforce CRM integration has helped our sales and technical support teams reduce call times, while decreasing customer response time," said Jill Dozier, chief operating officer for ABC Financial Services. "By having customer data 'popped' on inbound calls, we've eliminated the task of manually locating the customer's record, or switching between applications to perform call control.
"Our technical support team is also taking advantage of the integrated Web chat functionality, and we have plans to deploy custom screen pops for these interactions, which will further increase our productivity and improve customer service," Dozier concluded.
Built using Force.com, the enterprise cloud computing platform, the Interactive Intelligence multichannel contact center software can be viewed on AppExchange 2, the world's most-popular marketplace for business apps, at http://sites.force.com/appexchange/home. Demonstrations are offered upon request.
"Our integrated functionality includes configurable screen-pops based on any media type, along with multichannel queuing and routing," said Shaheen Haque, Territory Manager, Middle East and Turkey, Interactive Intelligence. "The depth of this multichannel integration gives Salesforce users a unique value proposition by enabling them to more efficiently handle different media types, with the added benefit of faster customer response time regardless of the communications channel used."
The Interactive Intelligence multichannel contact center software is part of the vendor's all-in-one IP communications software suite, Customer Interaction Center™ (CIC). CIC provides contact center automation, enterprise IP telephony, and business process automation for mid-size to large organizations. More information about CIC can be found at http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx.
"The Service Cloud is our fastest growing product line," said salesforce.com's chief marketing officer, Kendall Collins. "Interactive Intelligence's continued innovation in the customer service and support space will only further the success customers are finding with the ecosystem of partners that has developed around the Service Cloud."
Dreamforce is the industry's leading global cloud computing event focused on inspiring customer, partner and developer success with cloud computing. Attendees learn how to maximize their current investments and explore new offerings across Salesforce Chatter, Sales Cloud, Service Cloud, Force.com and more. Over the past 10 years the cloud computing has radically changed the way companies operate. Now as we enter the next phase, cloud computing is becoming inherently social, real-time and mobile. Dreamforce is where this transition is happening with hundreds of salesforce.com partners exhibiting the latest cloud offerings, as well as training sessions, seminars and breakout sessions.
About the Force.com Platform and AppExchange 2
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications, more than 1,000 ISV partner applications like those from CA Technologies, FinancialForce.com and Fujitsu, and 185,000 custom applications used by salesforce.com's 87,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel. Force.com also enables developers to make any enterprise app social by leveraging the social collaboration components including profiles, status updates, and real-time feeds available with Chatter.
Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange 2 marketplace, now featuring the ChatterExchange.