Enhancements to Interactive Intelligence’s Communications-as-a-Service Offering
Building upon its success with its communications-as-a-service (CaaS) offering, Interactive Intelligence has added several enhancements, including a new Web portal, hosted workforce management, and agentless dialing applications.
As Jon Arnold wrote (http://www.ucstrategies.com/unified-communications-expert-views/interactive-intelligence-caas-enhancements-adding-value-to-the-cloud.aspx), “CaaS is a good growth story, and today’s news is the latest iteration of ININ’s continued shift towards becoming a leading cloud communications provider. The CaaS concept can take many forms, and ININ’s positioning is quite distinct.”
The new enhancements extend Interactive Intelligence’s Caas offering by adding:
- A new CaaS Portal designed to improve administrative efficiency by providing customers with a centralized Web portal for administration, configuration, and billing.
- Hosted workforce management, which includes workforce forecasting, scheduling, and real-time adherence.
- A hosted agentless dialing application, or "outbound IVR," providing automated outbound messaging for applications such as appointment reminders and service updates, text-to-speech database look-ups, and an option for called parties to be routed to a live person via "smart" call rules.
Targeted at contact centers and enterprises of all sizes, including those with remote and work-at-home employees, the core CaaS offering includes 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.
As Jon Arnold notes, “ININ continues to innovate around the cloud, and extend the capabilities of a hosted solution. There are many reasons for businesses to follow this path and move away from premise-based solutions, and the fact that ININ is prospering tells me they know where the cloud is going.”
The CaaS Portal, hosted workforce management, and hosted agentless dialing applications will be available by the end of Q2/early Q3 2010.
To read more about the Interactive Intelligence CaaS offering, as well as guidance for selecting a CaaS solution, including case studies, visit www.caas.com.