IC Integration with Salesforce.com 4.0

IC Integration with Salesforce.com by Interactive Intelligence, Inc. connects the Interactive Intelligence Interaction Center (IC/CIC) platform with Salesforce to unify customer data and communications in a single desktop. The adapter embeds telephony and interaction controls directly inside Salesforce, so agents can handle calls and other customer touchpoints without switching applications. By using Salesforce data to guide routing and automate record updates, it helps reduce handle time, improve first-contact resolution, and enhance data accuracy.

Key capabilities include:

• Embedded softphone and call controls within Salesforce
• Click-to-dial from any Salesforce phone field
• Intelligent screen pop of contacts, leads, opportunities, or cases based on caller ID, IVR input, or business rules
• Automatic activity logging with call details, wrap-up/disposition codes, and links to recordings (when enabled)
• Presence and agent status visibility, with real-time queue and interaction updates
• Skills-based and data-driven routing that leverages Salesforce attributes
• Consult, transfer, and conference with data pass-through to the next agent
• Support for unified handling of voice and other IC-managed channels, such as email and chat
• Supervisor tools for monitoring, coaching, and quality management using Salesforce context
• Centralized administration, secure connectivity, and support for enterprise authentication

Benefits:

• Faster, more personalized service from a single, familiar workspace
• Higher data quality through automated logging and consistent workflows
• Reduced training time and fewer application switches for agents
• Better operational insight with end-to-end visibility across the contact center and CRM

Technical overview:

• Integrates IC/CIC with Salesforce using Salesforce CTI interfaces and IC services
• Browser-based deployment with minimal desktop footprint
• Flexible architecture suitable for on-premises IC or hosted environments

IC Integration with Salesforce.com is developed by Interactive Intelligence, Inc.. The most popular versions of this product among our users are: 3.0 and 4.0.