Interactive Intelligence Offers Cloud Services for Customer Engagement, Communication, Collaboration

The new PureCloud suite of services offers what the vendor characterizes as enterprise-grade services encompassing unified communications, contact center automation, document management and workflow.

(Photo credit: Michael Jastremski.)

Interactive Intelligence Group, an Indianapolis-based vendor of contact center related solutions, has announced the launch of PureCloud, a suite of cloud-based application services for communications, collaboration and customer engagement, scheduled for the fourth quarter of 2014. Based on what the vendor describes as new distributed cloud architecture built on Amazon Web Services, PureCloud is designed to provide rapid deployment, maximum reliability and unlimited scalability, while connecting customers and employees in new, more efficient ways, according to Interactive Intelligence.

PureCloud services will comprise unified communications, contact center automation, document management, and workflow, and all PureCloud applications, interfaces and management tools were created using the latest Web design methods for maximum ease of use, an Interactive Intelligence statement asserts.

Donald E. Brown, CEO, Interactive Intelligence.

Donald E. Brown, CEO, Interactive Intelligence.

PureCloud will improve upon existing offerings in the market, which are far from enterprise-grade, according to Donald E. Brown, M.D., CEO, Interactive Intelligence. “Most of them leave their customers dead in the water if Internet connectivity is lost or the serviced itself is interrupted,” he comments. “PureCloud, however, was designed to handle the scalability, reliability and security needs of the largest global organizations.”

Organizations using PureCloud have the option to deploy Edge devices within their networks that enable them to continue to operate even if the Internet is unavailable, and also to keep voice traffic on their networks rather than passing it over the public Internet, Brown adds.

PureCloud services include the following, according to the Interactive Intelligence statement:

–       Interactive Intelligence PureMatch, which the vendor calls a first of-its-kind matching scheme that dynamically matches customer interactions with contact center agents based on multiple attributes and criteria.

–       Interactive Intelligence PureCloud Social Customer Service, which Interactive Intelligence says enables customers to view agent profiles and performance – including their service ratings and wait time – then choose the agent best qualified to assist them.

–       Interactive Intelligence PureCloud Directory,is a rich corporate directory that makes available deep user profile content (e.g. skills, work experience, location, etc.), and provides bi-directional synchronization with popular systems such as Active Directory, Exchange, WorkDay, SharePoint, and Salesforce, according to Interactive Intelligence. The feature includes native mobile apps for iOS, Android, and Windows 8 Phone.

PureCloud also offers IP PBX, unified messaging, instant messaging, presence management, conferencing, persistent group chat, fax, video, and other UC features that run across Web browsers, smartphones and tablets.

The solution’s contact center features include automatic call distribution, voice self-service/IVR, call recording, Web chat, workforce optimization, automated outbound dialing, and integration with multiple customer relationship management systems.

“We’re now unique in that we can offer customers a mature, premises-based solution, as well as both single-tenant and multitenant cloud services,” Brown comments. “Our aim is to provide everything organizations need for communications, collaboration, and customer engagement, in whatever way they want it delivered.”

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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