Mike WheelerInteractive Intelligence has released a new version of its all-in-one IP communications software, which will work with Microsoft’s Office Communications Server 2007 Release 2 to help contact centre agents and business users communicate and collaborate more effectively.
Support of Office Communications Server 2007 R2 follows the currently available integration of the Interactive Intelligence software with the first release of Office Communications Server 2007.
The new platform will add contact centre agent and business user features, such as multi-channel skills-based routing, call and screen recording, an operator console interface, workforce management, and cradle-to-grave reporting.
The integration will offer synchronised presence; the ability to exchange instant messages between the two systems through a common enterprise-wide user directory; and simplified administration for user provisioning between both systems.
“The combination of Office Communications Server 2007 Release 2 and the Interactive Intelligence software will provide a powerful new way for people to collaborate, and offers customers a rich and integrated communications experience,” said Eric Swift, senior director of the Microsoft Unified Communications Group at Microsoft Corp. “Interactive Intelligence is adding significant value to enterprise communications by enabling businesses to better connect people, information and business processes.”
Office Communications Server 2007 R2 manages real-time communications, including instant messaging, voice over IP, and audio and video conferencing. It works with existing telecommunications systems so businesses can deploy advanced VoIP and conferencing without tearing out their legacy phone networks. Office Communications Server 2007 R2 also powers presence, a key benefit of Microsoft unified communications that unites all the contact information stored in Active Directory with the ways people communicate.