IBM Sametime integration with the Interactive Intelligence Platform

Product Integration Will Add Contact Center Capabilities to IBM Lotus Sametime for Comprehensive Unified Communications Solution

Interactive Intelligence will integrate the contact center and IP telephony capabilities of its Customer Interaction Center(R) (CIC) software suite, with the unified communications and collaboration functionality of the IBM Lotus Sametime software.

The integration will include presence synchronization, company-wide directory, desktop client enhancements, and mobility features, all designed to improve communications capabilities between contact center agents and business users.

Benefits the IBM Sametime Integration include the following:

  • Access to a single company-wide directory for both CIC and Lotus Sametime users to eliminate duplicate entries and directory management resulting in more efficient communications and reduced administrative overhead.

  • Presence information is synchronized between the CIC and Lotus Sametime software, thus enabling users to view the status of others in both the contact center and enterprise for increased productivity and improved customer service.

  • Users are able to define how their status will be synchronized and displayed for increased flexibility and ease-of-use.

  • Contact center agents can enjoy the rich functionality of CIC'sInteraction Client(R).NET Edition, plus capabilities such as being able to initiate Lotus Sametime instant messaging sessions and voice chats with employees throughout the enterprise for more effective communications.