May 18, 2010

Interactive Intelligence Enhances Communications-as-a-Service Offering

Company Adds Web Portal, Workforce Management, and Agentless Dialing Applications to More Effectively Address Rapidly Growing Hosted Business

INDIANAPOLIS, May 18, 2010 (BUSINESS WIRE) -- Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, has enhanced its communications-as-a-service (CaaS) offering with a new Web portal, along with hosted workforce management and agentless dialing applications.

"Communications is following the more general trend of cloud computing," said Interactive Intelligence CEO, Dr. Donald. E. Brown. "As proof of this, over the last four quarters alone our CaaS revenue grew 55 percent compared to the same period a year ago. Driving this growth has been our customers' needs for lower up-front capital expenditures, faster deployment, and a more flexible 'pay-as-you-go' purchasing model."

The latest Interactive Intelligence enhancements include the following three new applications, which further extend the company's broad CaaS product portfolio:

  • A new CaaS Portal designed to improve administrative efficiency by providing customers with a centralized Web portal for administration, configuration, and billing.
  • The company is also adding hosted workforce management, which includes workforce forecasting, scheduling, and real-time adherence.
  • Also new is a hosted agentless dialing application -- often referred to as "outbound interactive voice response" -- which provides automated outbound messaging (appointment reminders, service updates, etc.), text-to-speech database look-ups, and an option for called parties to be routed to a live person via "smart" call rules.

These new applications provide additional value to the company's unique CaaS deployment model, according to Brown.

"About eighteen months ago when we saw increasing interest in our hosted solution, we decided to re-architect it to better address our customers' most critical issues," Brown said. "These issues included reliability, security, and flexibility.

"Today, our unique CaaS local control deployment model enables customers to keep their current telco lines, maintain voice on their network, store call recordings and data at their site, and use our SIP proxy to take calls should the WAN go down. For added security we've also 'virtualized' our data center by providing a dedicated virtual machine for each customer."

Included in the Interactive Intelligence core CaaS offering is functionality for automatic call distribution, supervisory monitoring, call recording, auto-attendant, desktop call control, presence management, conferencing, Web chat, post-call surveys, predictive dialing, IVR, knowledge management, screen-pop, and reporting. Interactive Intelligence CaaS customers can also migrate to a premise-based solution at any time as their business needs change.

The Interactive Intelligence CaaS offering is targeted at contact centers and enterprises of all sizes, including those with remote and work-at-home employees.

The new Interactive Intelligence CaaS Portal, hosted workforce management, and hosted agentless dialing applications will be available by the end of Q2/early Q3 2010.

To read more about the Interactive Intelligence CaaS offering, as well as guidance for selecting a CaaS solution, including case studies, visit www.caas.com.

About Interactive Intelligence

Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is a BusinessWeek "hot growth 50" company, and is among Fortune Small Business magazine's top 100 fastest growing companies. The company is also positioned in the leaders' quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com.

This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.

Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.

ININ-G

SOURCE: Interactive Intelligence Inc.

Interactive Intelligence Inc.
Christine Holley, Director of Market Communications, +1-317-715-8220
christine.holley@inin.com
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