Interactive Intelligence Launches New Customer Engagement Cloud Service

By Peter Bernstein
Senior Editor

Global collaboration, communications and customer engagement software and cloud services solutions provider, Interactive Intelligence (News - Alert), used its Interactions 2015 event in its home town of Indianapolis, Indiana to launch PureCloud Engage. The service is the latest addition to the company’s cloud-based customer engagement PureCloud portfolio.

PureCloud Engage has a rich set of capabilities. It is delivered from the PureCloud platform, which runs on Amazon Web Services (News - Alert) (AWS) and it features:

• Multichannel routing
• Speech-enabled interactive voice response
• Outbound campaign management
• Multichannel recording and quality management, reporting, customer relationship management integrations,
• Graphical scripting

“Contact centers today are dealing with rapidly changing technology and priorities, budget constraints, aging infrastructure, and the ‘always-on’ consumer expectation of an immediate response,” said Jeff Platón, chief marketing officer for Interactive Intelligence. “PureCloud Engage addresses these challenges with its ability to quickly and cost-effectively deliver highly reliable, scalable and innovative multichannel applications, while giving contact center managers deep insight into performance and processes.”

“Lots of contact center vendors are throwing in their hats to cover the burgeoning cloud market,” said Keith Dawson, Ovum (News - Alert) practice leader for customer engagement. “But few, if any market leaders are willing to build a completely new, secure, multi-tenant cloud services platform, and a completely new enterprise-grade customer engagement application to deliver great customer experiences.

“That’s what Interactive has done, and its latest customer engagement service extends the rapid deployment, reliability and scalability benefits of its PureCloud platform to give contact centers a wealth of sophisticated multichannel applications. PureCloud Engage functionality is further augmented by apps that will be available on the Interactive Intelligence MarketPlace – the company’s app store – as well as packaged integrations and a REST API,” Dawson concluded.

Interactive Intelligence noted in the announcement of PureCloud Engage that it will be offered by the Interactive Intelligence global channel of approximately 400 resellers, and by the company’s direct salesforce.  It will be generally available in North America, Australia and New Zealand by June 30, 2015.

In addition, as has been the case with the entire PureCloud portfolio, the company indicated that features will be delivered on a continuous basis.  It also gave a sneak peek on planned features which are to include what it calls a “unique capability” that incorporates advanced behavioral analytics to automatically match customers and agents based on personality profiles, geolocation and automated learning. Plus, it will be delivering another interesting capability that will enable customers to browse agent personality profiles to determine the best match and then connect via a preferred communications channel.

Having recently been positioned in the coveted Leaders portion of Gartner (News - Alert) Group’s recent Magic Quadrant for Contact Center Infrastructure, the latest addition to PureCloud no doubt is one of the reasons.