Customer experience software provider Interactive Intelligence Group has had its all-in-one Customer Interaction Center (CIC) software suite certified for integration with the SAP CRM application.
CIC version 4.0 has been certified for SAP CRM 7.0.
Among the features CIC provides when used with SAP CRM are:
- Universal multichannel routing for consistent customer care across media types;
- Customisable screen pop-ups;
- Information transfer between agents;
- Agent status within SAP CRM on the desktop for accurate assessments of agent activity, enabling more efficient staffing;
- Embedded call controls; and
- Unified interaction reporting through SAP CRM.
“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.”
Interactive Intelligence’s solutions, which can be deployed via the cloud or on-premise, are especially suited to industries such as financial services, insurance, outsourcers, collections and utilities.
