IBM Integrations
Combine the strengths of IBM‘s Sametime software and the Customer Interaction Center™ (CIC) suite from Interactive Intelligence for powerful unified communications and collaboration, enterprise-wide.
IBM Sametime and CIC work in unison to improve communications capabilities between the agents in your contact center and business users throughout your enterprise. At a moment’s notice, agents and enterprise users can connect using integrated CIC-Sametime “tools” that include:
- A single company-wide directory for CIC and Sametime users, which eliminates duplicate entries and directory management, and which also reduces administrative overhead
- Presence information synchronized between the CIC and Sametime software, allowing users to view the status of all other users in your organization
- User-defined status views that allow individual users to choose the presence settings they’d like to synchronize and display for their own ease-of-use
- The rich multichannel interaction management functionality of CIC's Interaction Client® .NET Edition desktop client for contact center agents — including the ability to initiate Sametime instant messaging sessions and voice chats with employees across the enterprise