“We designed ICM to help organizations reduce costs, increase employee productivity, and improve customer service by enabling the right content to be available at the right time — and to the right person in the right context,” said Dr. Donald E. Brown, founder and CEO, Interactive Intelligence. “With our unique ability to integrate this content with an organization’s communications and business processes, we extend these benefits even further.”
The product will provide real-time access to content throughout interactions and business processes, regardless of the location of user or content, and its scalable architecture will provide ease of growth without a loss in performance.
It will allow clients to more easily access information stored in legacy and line-of-business systems, thanks to web services and a public application programming interface. Clients may also configure interfaces for a unified view of content from multiple systems.
ICM will provide centralized control of administration, security and auditing and will also offer cloud or on-premises deployment, with an option to migrate between the two at any time.
The English version of ICM is slated for release in the fourth quarter of 2013, with releases in additional languages to occur in the first half of 2014.
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