ITWire

According to Interactive Intelligence managing director for Australia, New Zealand and the Pacific, Brendan Maree, the integrated solution currently being developed by the two companies will help streamline communications and provide an “enhanced customer experience by embedding Interactive Intelligence features, such as click-to-dial and presence management, within TechnologyOne’s CRM application.”

“Our integrated solution will give contact centre agents a single interface to manage both customer interactions and information for faster, more effective service.”

Maree said TechnologyOne would offer the joint solution to its public sector customers, including Australian and New Zealand education departments, as well as local, state and federal government councils.

“The integrated solution will include additional functionality from the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Centre (CIC) including multichannel routing and queuing, interactive voice response, outbound dialing, workforce management, speech analytics, and more.”

TechnologyOne Executive Chairman, Adrian Di Marco said the partnership with Interactive Intelligence would benefit public sector customers “who want more business value delivered by fewer vendors.”

Interactive Intelligence has had a presence in ANZ since 1999, and according to Maree the company had since built an “expansive customer base that included numerous public sector organisations such as Kiama Council, Mosman Council, North Sydney Council, Shoalhaven City Council and Toowoomba Regional Council.”