CIC Software achieves certified integration with SAP CRM

By : |February 10, 2014 0

DUBAI, UAE: Interactive Intelligence Group Inc., provider of software and services designed to improve the customer experience, has achieved certified integration of its all-in-one Customer Interaction Center (CIC) software suite with the SAP Customer Relationship Management (SAP CRM) application.

The SAP Integration and Certification Center has certified that CIC version 4.0 integrates with SAP Customer Relationship Management 7.0.

“Our Interactive Intelligence CIC software enhances the customer experience and increases agent efficiency through an embedded screen-pop within SAP CRM, and a single interface for managing multichannel communications,” said Interactive Intelligence senior director of global alliances, Michael Shrall. “Customers get the added benefit of fast, cost-effective deployment as a result of our tested, certified integration with SAP CRM.”

“As enterprises in the Middle East become increasingly aware of the fact that quality of customer engagement and interactions can provide them with a competitive edge, the integrated solution of Interactive Intelligence’s CIC with the SAP CRM application will no doubt be an invaluable tool that will help regional companies streamline processes and provide higher levels of customer service,” said Shaheen Haque, territory manager, Middle East & Turkey at Interactive Intelligence.

Interactive Intelligence CIC, which can be deployed via the cloud or on-premises, gives organizations of all sizes multichannel contact center, unified communications, and business process automation functionality.

Applications in the Interactive Intelligence CIC software suite include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialing, workforce management, real-time speech analytics, customer feedback management, unified messaging, desktop faxing, conferencing, and more.

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