Interactive Intelligence to launch new cloud services

PureCloud offers suite of enterprise application services available in 2015

Tags: Cloud computingInteractive Intelligence Inc (www.inin.com)
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Interactive Intelligence to launch new cloud services Dr Donald E. Brown, Interactive Intelligence founder and CEO said that many of the current cloud-based communications offerings are far from enterprise-grade.
By  Helen Gaskell Published  June 4, 2014

Software and services provider, Interactive Intelligence Group, has announced the launch of Interactive Intelligence PureCloud, a suite of cloud-based services for communications, collaboration and customer engagement.

The suite of application services is based on new distributed cloud architecture built on Amazon Web Services. It is designed to provide rapid deployment, maximum reliability, and unlimited scalability.

"Many of the current cloud-based communications offerings are far from enterprise-grade," said Dr Donald E. Brown, Interactive Intelligence founder and CEO. "Most of them leave their customers dead in the water if Internet connectivity is lost or the service itself is interrupted. PureCloud, however, was designed to handle the scalability, reliability and security needs of the largest global organisations.

"With PureCloud, organisations also have the option to deploy Edge devices within their networks that enable them to continue to operate even if the Internet is unavailable, and also to keep voice traffic on their networks rather than passing it over the public Internet."

Unique PureCloud services include the following: Interactive Intelligence PureMatch, a matching scheme that matches customer interactions with contact centre agents based on multiple attributes and criteria; Interactive Intelligence PureCloud Social Customer Service, which enables customers to view agent profiles and performance; Interactive Intelligence PureCloud Directory, a corporate directory that makes user profile content available, such as skills, work experience and location. This provides bi-directional synchronisation with systems such as Active Directory, Exchange, WorkDay, SharePoint, and Salesforce and includes native mobile apps for iOS, Android, and Windows 8 Phone.

PureCloud, which is scheduled for general availability in 2015, also offers IP PBX, unified messaging, instant messaging, presence management, conferencing, persistent group chat, fax, video, and other UC features that run across Web browsers, smartphones and tablets.

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