Interactive Intelligence is releasing a major upgrade to its contact centre automation and enterprise IP telephony software platform.
Version 3.0 of the company’s Customer Interaction Centre (CIC) and Vonexus Enterprise Interaction Centre (Vonexus EIC) software offers increased security, broader integration, simplified deployment and enhanced mobility features.
“Interactive Intelligence has taken the key end-user concerns we hear every day and incorporated them into its latest software upgrade,” says senior analyst for Yankee Group, Ken Landoline. “Particularly for organisations migrating to IP, as well as large enterprises, this new software’s security and deployment enhancements are extremely beneficial.”
The software’s new security features include support of the secure real-time transport protocol (SRTP) and transport layer security (TLS) standards, providing end-to-end call encryption. Other new security features include recording encryption, stricter password generation requirements, the use of public and private key certificates, and the ability to handle communications between secure and non-secure devices.
“We wanted to take security a step further than what’s available today by not just providing user-to-user call encryption, but encryption for inbound IVR and ACD, outbound predictive dialing, and other core communications applications,” says Dave Paulding, regional sales manager, UK & Africa at Interactive Intelligence. “We’ve also ensured our security features are specialised for voice over IP to meet customers’ performance requirements.”
CIC and Vonexus EIC version 3.0 also include new integration to Microsoft Office Communications Server and Microsoft Exchange 2007 Unified Messaging, designed to increase user productivity by embedding call control features into the Microsoft applications.
New auto-provisioning for Polycom phones, automated service updates, and an enhanced Web version of the software’s desktop client are all designed to further simplify deployment for faster return on investment and increased operational efficiencies.
For mobile workers, Interactive Intelligence has added Microsoft Exchange calendar integration to its Interaction Mobile Office™ application, along with more cost-effective speech recognition capabilities. A new graphical client interface that supports the Windows Mobile 5.0 and 6.0 operating systems is designed to make the company’s IP telephony functionality accessible via mobile devices.
Interactive Intelligence first released its single-platform, standards-based unified communications software suite in 1997 to reduce the cost and complexity introduced by product portfolio vendors.
CIC and Vonexus EIC 3.0 will be offered through the company’s channel of more than 250 value-added resellers worldwide.