Interactive, OrgSpan partner on social platform

Combined solution expected to 'improve customer service, increase efficiencies'

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Interactive, OrgSpan partner on social platform Brown: Social media is changing the dynamics of how customers want to engage with vendors.
By Staff Writer Published  November 19, 2013

Call centre solutions specialist Interactive Intelligence Group Inc has signed an agreement that enables it to offer private-labeled versions of OrgSpan enterprise social communications features with its cloud and on-premise IP communications suite.

Under the terms of the agreement, Interactive Intelligence is offering a private-labeled version of OrgSpan Select, a cloud-based application that allows customers to search and view agent social profiles (for example, by skill-set, years of experience or wait time).

"Social media is changing the dynamics of how customers want to engage with vendors for service," said Interactive Intelligence founder and CEO, Dr Donald E Brown.

"Today's consumers want a say in how, when, and by whom they get served. OrgSpan Select enables us to offer our customers a far more innovative approach to how they're connected with an agent. The result is competitive differentiation for our customers, and improved service for their customers."

"We're excited to partner with Interactive Intelligence to give even more companies the ability to empower their customers with a totally new service experience," said OrgSpan co-founder and president, Jeffrey Swartz.

"OrgSpan Select puts the service experience back into the hands of customers by giving them access to valuable agent information, such as product knowledge and how they've been rated by customers in the past. For companies who use OrgSpan Select, they've just leap-frogged their competition with a major customer service advantage." 

Interactive Intelligence will also offer OrgSpan Connect CIC, which offers 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 organisation from within CIC and search by employee skills, certifications and other attributes. It also enables the transfer of calls and viewing of the status of both OrgSpan Connect and CIC users (for example, "In A Meeting", "On Vacation").

"OrgSpan Connect CIC enables employees to quickly identify the right co-worker with the right skills so they're more efficient and can more effectively serve customers," said Brown. 

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