Interactive Intelligence Group, a customer experience-focused software and services vendor, has signed an agreement to be able to provide private-labeled versions of OrgSpan enterprise social communications capabilities .
The contract provides for Interactive Intelligence to provide a white-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 other factors – enabling them to choose the agent best qualified to serve them, according to a statement from Interactive Intelligence.
“Social media is changing the dynamics of how customers want to engage with vendors for service,” comments Donald E. Brown, CEO, Interactive Intelligence. “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.”
The agreement also provides for Interactive Intelligence to offer OrgSpan Connect CIC, which provides a unified company directory of OrgSpan Connect users, and users of 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, the vendor statement says.