Interactive Intelligence Launches Another Compelling Cloud Communications Solution

June 4, 2014 at 7:52 AM

Interactive Intelligence just added another cloud communications solution to its portfolio:

The Interactive Intelligence PureCloud solution boasts a compelling feature set, as well as the flexibility and cost efficiencies of a true cloud offering. Furthermore, unlike many of the cloud/hosted communications providers, Interactive Intelligence comes to market with a strong brand recognition, albeit mostly for contact center solutions, existing expertise in delivering CaaS solutions, and an existing channel.

One of the key competitive advantages of the PureCloud solution is the tight integration of UC functionality with advanced contact center capabilities. Demand for hosted contact center services is growing rapidly and related revenues have already surpassed revenues from premises-based contact center solutions. Hosted/ cloud IP telephony providers are looking to capitalize on this opportunity and address existing demand among their customer base by launching hosted contact center services themselves. Some providers such as 8x8 have acquired hosted contact center providers in order to be able to bring such capabilities fast to market. Others, such as Thinking Phone Networks or Vantage Communications have developed these capabilities internally. Contact center functionality is typically offered a la carte at a significant price tag and represents a large untapped source of revenue for hosted IP telephony and UCC services providers. Interactive Intelligence is well positioned to attract a large number of SMBs looking to outsource their communications, collaboration and customer service capabilities and thus avoid the hassle and expense of deploying and integrating disparate technologies on their premises.

Another key element of the PureCloud solution is the strong emphasis on service availability and reliability. Most hosted IP telephony providers, regardless of their market focus, have rushed over the years to enhance the functionality of their solutions in order to be able to deliver superior and differentiated value to their customers. However, there is increasing awareness of the need to also focus on other aspects of the business in order to increase customer satisfaction, reduce churn and improve other performance metrics. For example, many providers experienced downtime during natural disasters such as Hurricane Sandy. Therefore, there is an increased effort to ensure greater service reliability by building geo-redundant data centers and by enabling redundancy and failover at the customer site. Interactive Intelligence's new solution has the ability to address the requirements of more demanding customers that highly value service quality and reliability and would not settle for a compromise when migrating to the cloud.

Let me know what you think of this new service offering and its role in the marketplace.

Tags: Cloud, VoIP, UC, Interactive Intelligence