Interactive Intelligence launches new Cloud solution for small contact centers

Interactive Intelligence Group Inc. has launched a new cloud-based communications-as-a-service solution for small contact centers.

April 9, 2013

CaaS Small Center  designed to give small contact centers a simple, cost-effective way to access the same sophisticated communications applications as today’s largest global contact centers

Interactive Intelligence Group Inc., a global provider of unified IP business communications solutions, has launched a new cloud-based communications-as-a-service solution for small contact centers.

The new solution, CaaS Small Center, is designed for organisations with between 10 and 50 contact center agents.

“The small contact center market is underserved, with many organisations being required to compromise on functionality and settle for technology that’s less than optimal,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “Based on our cloud platform in use by some of the most recognisable global companies, we designed CaaS Small Center to give smaller contact centers a straightforward, cost-effective, feature-rich way to consistently deliver great service experiences to their customers.”

CaaS Small Center offers the following benefits:

  • The product maturity of a reliable, secure, and feature-rich service offering based on an eighth-generation software platform developed over 18 years and proven by more than 5,000 global customers.
  • A simplified offering that reduces costs and streamlines management as a result of reduced demand on IT resources, easy to understand pricing and packaging, professional services that eliminate pricey customisation projects, unified applications, and intuitive Web-based interfaces.
  • Minimal risk through a free product test drive, a guarantee to be up and running within 15 business days, a dedicated implementation manager, and no long-term contract commitment.
  • Long-term investment protection with a platform that provides an easy upgrade path to CaaS editions that support the largest, most sophisticated global contact centers.

CaaS Small Center offers a wide breadth of contact center applications, including multichannel routing and queuing, interactive voice response, multichannel recording, supervision and reporting, quality management, real-time speech analytics, automated customer satisfaction surveys, and Salesforce integration.

CaaS Small Center can also support business users with unified communications functionality, such as IP-PBX, presence management, unified messaging, desktop faxing, and conferencing.

For organisations with the strictest security and compliance demands, CaaS Small Center℠ offers industry certification at the corporate (SOX, ISO 9001, JITC), cloud services (SSAE-16, customer data isolation, proactive monitoring) and data center levels.

CaaS Small Center is available immediately throughout the U.S., with availability in Canada scheduled for the second half of the year. The service is offered through a dedicated Interactive Intelligence sales team.