Under this agreement, the two companies are delivering a connector between the latest version of Onyx Employee Portal, a Web-based CRM solution that consolidates customer information, and Interactive Intelligences Customer Interaction Center (CIC), a contact center automation software product that includes applications such as automatic call distribution, interactive voice response and Web chat. This agreement formalizes a long-standing relationship between Onyx and Interactive Intelligence that has resulted in successful joint implementations at more than a dozen customer sites, including Amway Korea, Netegrity, and Sony Music Entertainment. Netegrity installed an integrated Onyx and Interactive Intelligence solution to enhance its customer support offerings around the world. The solution has helped the company to realize tremendous return on investment, including: - 45 percent increase in its case volume -- without increasing staff - 18 percent increase in overall customer satisfaction - 35 percent decrease in time to resolve cases - 40 percent decrease in backlogged cases The Onyx/Interactive Intelligence connector was designed to enable customers to quickly and easily integrate the two solutions, thus minimizing installation time and simplifying maintenance. According to the two companies, the integrated solution provides a single interface embedding the call interaction and skills-based routing information into the customer data screens in Onyx, resulting in increased productivity and enhanced customer service.
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