Interactive Intelligence Teams Up with OrgSpan Partner to Offer Social Customer Service Solution



Interactive Intelligence Group has signed an agreement that enables it to offer private label versions of OrgSpan enterprise social communications features with its all-in-one cloud and on-premises IP communications software suite.

Under the terms of the agreement, Interactive Intelligence is offering a private-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 more---enabling them to choose the agent best qualified to serve them.

As part of the agreement, Interactive Intelligence will also offer OrgSpan Connect CIC which provides a unified company directory of OrgSpan Connect users, and users of the 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.
  • Transfer calls and view the status of both OrgSpan Connect and CIC users (i.e. "In A Meeting," "On Vacation.
  • Access a global view that includes presence information from Microsoft Lync, Cisco Unified Communications Manager and CIC.

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.