Interactive Intelligence integrates with Microsoft CRM

Customer Inter@ction Solutions, Jul 2003

Interactive Intelligence Inc., a developer of software for IP telephony, contact center automation and unified communications, has announced that it now offers its interaction management software products for enterprises and contact centers pre-integrated with Microsoft Business Solutions CRM, The Interactive Intelligence software for enterprises, called Enterprise Interaction Center (EIC), and its software for contact centers, called Customer Interaction Center (CIC), were designed to give organizations features such as TDM- and SIP-enabled IP-based switching, automatic call distribution, auto-attendant, unified messaging, remote support, wireless access and Internet text chat.

The software runs on an open, "all-in-one" Windows 2000-based platform designed to reduce costs, simplify administration and increase ease-of-customization. Pre-integration with Microsoft CRM provides organizations with additional features such as screen pop, and a unified messaging feature that enables organizations to link interactions in Microsoft Outlook's in-box with associated contacts and accounts stored in the Microsoft CRM database. Mobile employees can access this same contact and account information from any wireless personal digital assistant device. In addition to a range of pre-integrated enterprise and contact center applications, Interactive Intelligence also offers a graphical application generator tool called Interaction Designer, which enables organizations to access legacy data repositories and build applications, such as call routing schemes using Microsoft CRM data. It also enables customization of applications for fax, e-mail, wireless and .NET services.