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Interactive Intelligence Enhances Communications-As-A-Service Offering
Published May 23, 2010
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Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, has enhanced its communications-as-a-service (CaaS) offering with a new Web portal, along with hosted workforce management and agentless dialing applications.
“Communications is following the more general trend of cloud computing,” said Interactive Intelligence CEO, Dr. Donald. E. Brown. “As proof of this, over the last four quarters alone our CaaS revenue grew 55 percent compared to the same period a year ago. Driving this growth has been our customers’ needs for lower up-front capital expenditures, faster deployment, and a more flexible ‘pay-as-you-go’ purchasing model.”
The latest Interactive Intelligence enhancements include the following three new applications, which further extend the company’s broad CaaS product portfolio:
- A new CaaS Portal designed to improve administrative efficiency by providing customers with a centralized Web portal for administration, configuration, and billing.
- The company is also adding hosted workforce management, which includes workforce forecasting, scheduling, and real-time adherence.
- Also new is a hosted agentless dialing application -often referred to as “outbound interactive voice response” -- which provides automated outbound messaging (appointment reminders, service updates, etc.), text-to-speech database look-ups, and an option for called parties to be routed to a live person via “smart” call rules.
These new applications provide additional value to the company’s unique CaaS deployment model, according to Brown.
“About eighteen months ago when we saw increasing interest in our hosted solution, we decided to re-architect it to better address our customers’ most critical issues,” Brown said. “These issues included reliability, security, and flexibility.
“Now, our unique CaaS local control deployment model enables customers to keep their current telco lines, maintain voice on their network, store call recordings and data at their site, and use our SIP proxy to take calls should the WAN go down. For added security we’ve also ‘virtualized’ our data center by providing a dedicated virtual machine for each customer.”
Included in the Interactive Intelligence core CaaS offering is functionality for automatic call distribution, supervisory monitoring, call recording, auto-attendant, desktop call control, presence management, conferencing, Web chat, post-call surveys, predictive dialing, IVR, knowledge management, screen-pop, and reporting. Interactive Intelligence CaaS customers can also migrate to a premise-based solution at any time as their business needs change.
The Interactive Intelligence CaaS offering is targeted at contact centers and enterprises of all sizes, including those with remote and work-at-home employees.
The new Interactive Intelligence CaaS Portal, hosted workforce management, and hosted agentless dialing applications will be available by the end of Q2/early Q3 2010.
For more information:
Mr. Shaheen Haque
Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
Dubai, UAE
T: +971(4) 4347217
M: +971 (50) 4573186
E: shaheen.haque@inin.com
Colin Saldanha
OAK Consulting
T: +97150 6400762
E: colin@oakconsulting.biz
Posted by
VMD - [Virtual Marketing Department]
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