Interactive Intelligence Partners with OrgSpan to Provide Improved Assistance

Interactive Intelligence will be offering new social communication features with its cloud and on-premises IP communications software suite, thanks to an agreement with OrgSpan. Now Interactive Intelligence’s customers can receive a private-labeled version of OrgSpan Select, helping them connect with the agents best suited for their needs.

OrgSpan Select is a cloud-based application that provides customers a look at the social profiles of available agents. Not only does this offer information such as their skills, years of experience, customer ratings, and agent biographies, but their availability or wait time. Customers can choose the agent they wish to speak with according to their needs.

“We believe the biggest change in customer service today is what customers are expecting, especially when they increasingly use personalized, multi-modal smartphones or tablets,” states Art Rosenberg of UCStrategies, in his article, OrgSpan Personalizes UC-enabled Live Customer Assistance. “They don’t want to be limited to searching a FAQ, emailing support, or sitting in a call-waiting queue after dialing into a support center. Customers are drawn to solutions that put them in control and that are more flexible in nature. They therefore want companies to offer dynamically flexible solutions that allow them to choose how and when they want to get the live support they need.”

Interactive Intelligence will also offer OrgSpan Connect CIC, which provides a unified directory of users of both OrgSpan Connect and Interactive Intelligence Customer Interaction Center (CIC) IP communications software suite. This will enable users to search and connect with colleagues within the organization, search according to skills, transfer calls and view the availability of OrgSpan Connect and CIC users, and obtain a better view of presence across the organization, with information from Microsoft Lync, Cisco UC Manager, and CIC.

The use of OrgSpan Select and OrgSpan Connect CIC may prove useful for customers seeking agent assistance, as well for as employees who need to be able to reach out to a wide network of colleagues. Interactive Intelligence customers will be able to access these programs through the company’s cloud and on-premise IP communications software suite. Both are available through its channel of resellers or directly through the company.

1 Responses to "Interactive Intelligence Partners with OrgSpan to Provide Improved Assistance" - Add Yours

Art Rosenberg 11/9/2013 9:29:04 AM

A very practical capability that OrgSpan provides to customers, in addition to being able to select an agent based on their qualifications, is giving them estimated availability. This allows the customer to decide whether or not to wait for that agent to contact them, or choose another, more available, agent.

As I have suggested in other posts, such increased customer-based control over access to live assistance can also extend to choices over the mode of interaction (text messaging, IM, voice/video). That not only provides greater customer flexibility, but helps minimize the tyranny of real-time telephony demands (having to talk to any available first-line agent, waiting in queue).