Interactive Intelligence PureCloud? offers suite of enterprise
application services built on new distributed cloud architectureInteractive 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.
Interactive Intelligence Group Inc. (Nasdaq: ININ), 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
“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:
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
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.
For more information about Interactive Intelligence PureCloud?, visit: www.purecloud.inin.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of software and services designed to improve the customer experience.
The company’s 6,000-plus customers worldwide have benefited from its
cloud and on-premises solutions for contact center, unified
communications, and business process automation. Interactive
Intelligence is among Software Magazine’s 2013 Top 500 Global Software
and Service Providers, and has received a Frost & Sullivan Company of
the Year Award for the last five consecutive years. In addition,
Glassdoor honored Interactive Intelligence with its 2014 Employees’
Choice Award as one of the Best Places to Work in the U.S., and Mashable
ranked Interactive Intelligence second on its 2014 list of the Seven
Best Tech Companies to Work For. The company was founded in 1994 and
employs more than 1,900 people worldwide. Interactive Intelligence is
headquartered in Indianapolis, Indiana and has offices throughout North
America, Latin America, Europe, Middle East, Africa and Asia Pacific. It
can be reached at +1 317.872.3000 or email@example.com.
Visit Interactive Intelligence on the Web at www.inin.com;
on Twitter at www.inin.com/twitter;
on Facebook at www.inin.com/facebook;
or on LinkedIn at www.inin.com/linkedin.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Christine Holley, Senior Director of
Market Communications, +1-317-715-8220
Source: Interactive Intelligence Group Inc.