Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, is launching Interactive Intelligence PureCloud, a suite of cloud-based services for communications, collaboration and customer engagement.
The PureCloud suite of application services is based on new distributed cloud architecture built atop Amazon Web Services. It’s designed to provide rapid deployment, maximum reliability, and unlimited scalability, while connecting customers and employees in new, more efficient ways.
“Many of the current cloud-based communications offerings are far from enterprise-grade,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “Most of them leave their customers dead in the water if Internet connectivity is lost or the service itself is interrupted. PureCloud, however, was designed to handle the scalability, reliability and security needs of the largest global organizations.
“With PureCloud, organizations also 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.”
PureCloud services will encompass unified communications, contact center automation, document management, and workflow. In addition, all PureCloud applications, interfaces and management tools were created using the latest Web design methods for maximum ease of use.
Unique PureCloud services include the following:
Interactive Intelligence PureMatch, 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 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, 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. This 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.
PureCloud 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.
PureCloud is the latest addition to the Interactive Intelligence family of products, which includes its on-premises communications software suite, Customer Interaction Center (CIC), and its single-tenant communications as a service offering, Interactive Intelligence CaaS. Several of the PureCloud services will be available as add-ons to both CIC and CaaS.
“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 said. “Our aim is to provide everything organizations need for communications, collaboration, and customer engagement, in whatever way they want it delivered.”
Interactive Intelligence PureCloud is scheduled for general availability throughout the U.S. in Q4 2014. Service initiation in other geographies is scheduled to begin in 2015, along with availability of additional PureCloud application services.
PureCloud will be offered through the Interactive Intelligence channel of approximately 350 resellers worldwide, and through the company’s direct sales force.