Interactive Intelligence Enhances Communications-as-a-Service Offering
May 18 2010 - 9:00AM
Business Wire
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.
“Today, 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.
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.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global
provider of unified business communications solutions for contact
center automation, enterprise IP telephony, and business process
automation. The company was founded in 1994 and has more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, is a
BusinessWeek “hot growth 50” company, and is among Fortune Small
Business magazine’s top 100 fastest growing companies. The company
is also positioned in the leaders’ quadrant of the Gartner Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 650
people and is headquartered in Indianapolis, Indiana. It has 14
offices throughout North America, Latin America, Europe, Middle
East, Africa and Asia Pacific. Interactive Intelligence can be
reached at +1 317.872.3000 or info@inin.com; on the Net:
www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence Inc. 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 respective owners.
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