subscribe: Daily Newsletter

 

Interactive Intelligence wins with Frost & Sullivan

0 comments

Based on its recent analysis of cloud-based solutions for the South Africa contact centre market, Frost & Sullivan has recognised Interactive Intelligence with its Product Leadership Award.
Interactive Intelligence’s latest cloud offering – PureCloud Engage – is an omnichannel customer engagement cloud service designed to help contact centers accelerate business impact, deliver consistent outcomes, and innovate the customer and agent experience.
The service is based on the company’s PureCloud platform: the first microservice-based solution running atop the scalable Amazon Web Services Cloud offering customer engagement, communications and collaboration functionality.
“PureCloud Engage” is the first cloud solution to combine the unique advantages of microservice architecture running on AWS, with rich omnichannel customer engagement, communications and collaboration services,” says Frost & Sullivan Research Analyst Pieter Nel. “This gives customers unparalleled reliability, scalability, security and simplicity, along with a comprehensive set of services running on a single platform that finally breaks down the silos between business users and contact center agents – and between enterprises and their partners and customers.”
PureCloud Engage enables contact centers to get deployed fast: in days instead of weeks or months. Contact centres also get immediate and continuous feature updates. Customer engagement functionality includes omnichannel routing, speech-enabled IVR, reporting, recording, quality management, outbound campaign management, CRM integrations, and graphical scripting.
PureCloud Engage also includes enterprise collaboration and business communications features, such as an organisational directory, chat rooms, instant messaging, video conferencing, mobile device support, IP PBX, voice mail, conferencing, and faxing.
In addition to PureCloud Engage, Interactive Intelligence offers Communications as a Service (CaaS), and its flagship all-in-one omnichannel customer engagement software suite, Customer Interaction Center (CIC).
“Interactive Intelligence aims to meet customer needs whatever their deployment choice – whether on-premises, through single-tenant cloud architecture, or delivered by a microservice cloud platform,” Nel says. “This flexible strategy lets companies adapt technology to their business – not the other way around — all while protecting their investments even when needs change.”
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality, gaining rapid acceptance in the market. The award recognises the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.