Interactive Intelligence

These unified IP business communications solutions provide the following:

• Contact center automation - an all-in-one communications software suite that includes multichannel functionality
• Enterprise IP telephony - an application-rich, all-software IP PBX that includes messaging functionality and mobile support
• Business process automation - a communications-based process automation solution designed for the automation of multistep, people-centric processes
• Content management - solutions for the insurance industry that provide document management, workflow management, and reporting

The Interactive Intelligence solution brings the following to the RightNow agent desktop:

• Embedded call controls
• User-defined presence
• Screen-pop
• Multichannel queuing and routing
• Click-to-dial
• Blended reporting

The integrated solution provides a unified desktop for agents and business users to manage interactions and data, thus resulting in the following benefits:

• Decreased call processing time
• Increased call resolution rates
• Improved overall customer satisfaction
• Reduced deployment time; faster return-on-investment 

The Interactive Intelligence solutions are ideal for midsize to large enterprises and contact centers, global 1,000 firms, and distributed organizations, including those with remote and mobile workers. Vertical specialties include banks, credit unions, insurance companies, teleservices firms, and credit and collections agencies.