Interactive Intelligence and TechnologyOne partner to deliver integrated unified communications and CRM

Interactive Intelligence Group Inc. (Nasdaq: ININ) and TechnologyOne (ASX: TNE) have partnered to deliver a combined unified IP business communications and customer relationship management solution to Australian and New Zealand public sector organisations.

The integrated solution currently being developed, 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,” said Interactive Intelligence managing director for Australia, New Zealand and the Pacific, Brendan Maree.

TechnologyOne will offer the joint solution to its public sector customers, which include 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 Center™ (CIC), including multichannel routing and queuing, interactive voice response, outbound dialing, workforce management, speech analytics, and more.

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

Interactive Intelligence has had a presence in ANZ since 1999, and has since built an expansive customer base that includes numerous public sector organisations such as Kiama Council, Mosman Council, North Sydney Council, Shoalhaven City Council and Toowoomba Regional Council.

“This partnership with TechnologyOne will build on Interactive Intelligence’s success of winning deals with some of Australia’s most prominent public sector councils,” said Frost & Sullivan’s head of research for ANZ, Audrey William. “Its success will be buoyed by the robust UC market in the region, which Frost forecasts to grow at a compound annual growth rate of 9.3 percent through 2017.”