The Joint Interoperability Test Command (JITC) has certified Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC), version 4.0 service update 6.
JITC certification ensures compliance with information assurance and interoperability requirements for the Department of Defense Collaboration Suite. The Collaboration Suite is a VoIP multichannel contact center system connected to the Defense Switched Network (DSN) through SIP Enterprise Session Border Controllers or traditional TDM methods.
CIC has maintained JITC certification since 2008. CIC offers contact center, unified communications, and business process automation functionality designed to improve the customer experience.
CIC government customers include Department of Defense, Department of Commerce, Department of Labor, Department of Homeland Security, Department of Veterans Affairs, Department of Energy, and numerous others.
“CIC’s JITC certification helps government agencies speed sales cycles and reduce deployment time, while its single-platform architecture and tight integration to Microsoft components offer simplified integration and management,” said Joe Brookman, CEO of BROOKMAN LLC, a government technology services provider that assisted Interactive Intelligence with its certification. “In fact, based on CIC’s JITC certification we recently won a multi-million dollar contract with the Department of Defense, which will include a distributed configuration.”
CIC functionality includes the following: IP PBX switching, skills-based routing, interactive voice response, multichannel recording, unified messaging, automated customer feedback surveys, Web-based contact center statistics portals, a statistics engine for wallboard and desktop dashboard displays, workforce management, predictive dialing and campaign management, desktop conferencing, business process automation, and more.
CIC also offers pre-integration with Active Directory, and PKI and Common Access Cards (CAC) for single sign-on to the desktop and telephony services. The CIC System Under Test (SUT) encompasses SIP, TDM, single-site, geographically distributed, and remote user configurations.
Source: Interactive Intelligence Group Inc.
Date: Aug 14, 2014