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Onyx Strikes Contact Center/CRM Integration Deal
By Kevin Newcomb

June 14, 2004

Customer relationship management (CRM) software provider Onyx Software (Quote, Chart) announced an alliance agreement Monday with business communications solutions developer Interactive Intelligence (Quote, Chart), aiming to reduce the cost and complexity of contact center automation and CRM integration

“Our relationship with Interactive Intelligence is fundamentally about saving our customers time, and increasing productivity in the contact center,” said Ben Kiker, senior vice president and chief marketing officer for Onyx. “Both computer telephony and CRM are powerful on their own, but the sum is greater than the parts.”

Under the agreement, the two companies will deliver a connector between the latest version of Onyx’s Web-based CRM solution, Employee Portal, and Interactive Intelligence’s Customer Interaction Center (CIC) contact center automation software product. Onyx and Interactive Intelligence that have worked together often in the past, performing joint implementations at more than a dozen customer sites including Amway Korea, Netegrity and Sony Music Entertainment.

The Onyx/Interactive Intelligence connector was designed to enable customers to quickly and easily integrate the two solutions, minimizing installation time and simplifying maintenance. According to the two companies, the integrated solution provides a single interface linking the call interaction and skill-based routing information into the customer data screens in Onyx, resulting in increased productivity and enhanced customer service.

Infrastructure platform provider Netegrity installed an integrated Onyx and Interactive Intelligence solution to enhance its worldwide customer support offerings, and the company says the solution has led to a tremendous return on investment, including a 45 percent increase in its case volume — without increasing staff, an 18 percent increase in overall customer satisfaction, a 35 percent decrease in time to resolve cases, and a 40 percent decrease in backlogged cases.

“Netegrity continues to grow its customer base and we are now handling 45 percent more cases today than a year ago without significantly increasing our staff,” said Brad Nelson, chief information officer, Netegrity. “For every dollar we currently spend in the contact center, we save three. I firmly believe that this could not have been achieved without the Onyx/ Interactive Intelligence combination.”

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