Integrations

CIC Integration with Microsoft Lync

Lync Presence Sync Service

The Lync Presence Sync Service was rewritten for CIC 4.0 in SU 3. The new service sits between CIC and Lync and offers a highly customizable way to control what happens when presence/status changes occur on either system. In SU 3, the service is configured through an included XML file. In SU 4, configuration of the service will be through Interaction Administrator.

Lync-enabled Company Directory for Interaction Client .NET Edition

The Lync-enabled Company Directory for Interaction Client .NET Edition provides an alternate Company Directory tab that includes controls from Microsoft Lync embedded inside the directory. This allows a user to see both the CIC status and corresponding Lync presence of users in the organization.  With the Lync Presence Sync service running, the most accurate reflection of a user’s presence information is visible regardless of the role of the user within the organization. If the new Lync data source is utilized in CIC, then Lync-only users in the enterprise are included in the directory so that CIC users can use the Interaction Client company directory to look up those users.

CIC Integration with Oracle RightNow

The joint, tightly integrated solution allows customers to use the agent and web facing features from RightNow, combined with CIC’s IVR, universal queuing and routing capabilities to improve communication, first call resolution rates and customer satisfaction. This is the initial release of Oracle RightNow for CIC 4.0.

CIC Integration with Salesforce/ Interaction Client Web Edition

The new release of the Salesforce.com integration focuses on getting to a platform-independent experience for users of both Salesforce.com and CIC. This can be used on Windows machines, Macs, Linux machines, as well as in terminal services platforms with published applications. Through this integration there is no software footprint on the user’s workstation; everything simply runs inside a web browser. As this integration relies on the Interaction Web Client to provide CIC features, there is not full feature parity yet with the software-based CTI integration released in SU2. The Open CTI integration can route calls, emails, and web chats, but not web callbacks and generic objects. Users can still continue using the software-based CTI integration if not all desired functionality is available.

CIC Integration with Oracle Siebel

This integration enables connectivity of CIC through Siebel by providing screen pops, call control, and click-to-call from within the Siebel interface. This feature is useful for customers who want to use CIC and CRM together in one interface.