Serious Software

Contact centre reinvented in cloud

April 8th, 2016
The Interactive Intelligence Group has announced its PureCloud Engage customer engagement cloud service which is designed to offer contact centres an accelerated business impact with more consistent outcomes.
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Interactive Intelligence Group has launched a new customer engagement cloud service in South Africa.

The PureCloud Engage architecture, along with its advanced functionality, fast deployment, and simple month-to-month subscription, offers contact centres accelerated business impact, more consistent outcomes, and the most innovative customer and agent experience.

“While cloud solutions have matured quickly, many organisations are still concerned about security,” said World Wide Worx managing director Arthur Goldstuck at the launch. “It’s important to understand that cloud architectures differ quite a bit, and these differences have important security implications. As organisations evaluate their cloud options, they should assess a vendor’s security certifications, access management controls, encryption, and intrusion testing protocols.

“With careful assessment, organisations will find that in many instances modern cloud solutions are more secure than on-premises solutions. Combined with month-to-month subscription terms, these cloud solutions can give organisations an incredibly flexible, low-risk, high-value option.”

PureCloud Engage was built from the inside out with stringent security requirements in mind. It also addresses contact centre pain points such as high costs, lack of scalability, and difficulty managing geographically dispersed remote sites, according to Interactive Intelligence Managing Director, Africa Region Andre le Roux.

“Local contact centres increasingly need to roll out faster, scale up or down for campaigns without unnecessary expense, and focus their resources and budget more on staff and customer experience rather than infrastructure,” said Le Roux. “The unique PureCloud Engage architecture reduces start-up time to a matter of days, simplifies the management of workpools in different locations, and offers maximum reliability and scalability within a pay-as-you-go monthly subscription model.”

With customer expectations changing dramatically, South African contact centres are challenged to deliver always-on access across multiple channels, as well as ensuring that agents are empowered to assure true first call resolution. Interactive Intelligence designed PureCloud Engage to also address these issues, said Le Roux.

“PureCloud Engage continuously delivers the most innovative and comprehensive omnichannel features, which reduces the cost and complexity of upgrades, eliminates downtime for maintenance, and improves both the agent and customer experience,” he said. “Its advanced analytics also take full advantage of the virtually limitless data storage capacity of the cloud so agents have immediate access to all relevant customer information. This empowers them to give personal and even proactive service, which significantly improves the customer experience.”

PureCloud Engage is designed as a set of stateless, independently load-balanced micro-services running atop the scalable Amazon Web Services Cloud. This architecture was designed to achieve new levels of reliability, security and scalability. It also gives businesses immediate and continuous delivery of the most innovative applications.

PureCloud Engage features the industry’s most comprehensive feature-set, including omni-channel routing, speech-enabled interactive voice response (IVR), call recording, quality management and reporting, outbound and predictive dialing, CRM integrations, and graphical scripting. It also includes business communications and collaboration features, such as IP PBX capabilities, video conferencing, corporate directory, chat, desktop sharing, and content management.

PureCloud Engage is offered directly through the Interactive Intelligence sales force as well as through the company’s channel comprised of approximately 400 partners worldwide.

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