Communications as a Service (CaaS)
for the contact center and outbound notifications

 

Traditional communications systems can present some challenges with their oft times excessive capital investments and ongoing operational overhead. The CaaS offerings from Interactive Intelligence give your business an alternative to keep such costs in check:


A complete CaaS solution for contact center automation and outbound notifications, built on an application suite proven in businesses worldwide, offered as a scalable service that delivers more functionality and a better ROI than most in-house communications systems.


Positive ROI from the start
With our CaaS services, you pay only for the capabilities you need and the agents, supervisors and business users you require. Monthly costs are predictable and easy to budget, with minimal (or no) capital expenditures and far less IT overhead than on-premise data centers require.
That way, your ROI starts positively and stays high — since there’s little on-premise equipment and unending operational costs to diminish your return.

Cloud-Based Communications
Trends, Benefits and Drivers

Full-service CaaS offerings
Interactive Contact Center Services (ICCS) improve operational performance with IVR, ACD, call recording, screen pop integration and multichannel routing of e-mail and web chat. Agents and supervisors also improve service levels with desktop call control, desktop faxing, unified messaging, and real-time presence and monitoring.


Interactive Notification Services let you automate high-volume outbound appointment reminders and time-sensitive announcements that typically require manual calling. More importantly, they speed the notification process and free up valuable resources for other tasks.


Scale as needed — in-center or remote
No matter the size of your business and the number of agents and users, the Interactive Intelligence CaaS offering lets you easily add users as needed and incorporate mobile workers, work-at-home agents, and even remote sites. You can also scale your solution, on demand, to meet seasonal needs and growth requirements.


Choose your services control model
The Interactive Intelligence CaaS contact center offerings takes full advantage of our SIP architecture and make it a powerful platform for cost-effective services delivery and control using voice over IP (VoIP) and a MultiProtocol Label Switching (MPLS) network. With three flexible deployment models, your business gets choices that other CaaS vendors don’t provide.


Local Control VoIP Model - Something no other CaaS provider gives you. Keep your organization’s current telco circuits, connect to the hardened Interactive Intelligence data center via MPLS, configure “on-premise” hardware such as gateways, proxy/media servers, and equip agents with IP phones or soft phones.


Remote Control VoIP Model - Route calls via telco circuits terminated at the Interactive Intelligence data center and equip agents to handle calls using IP phones or soft phones connected over an MPLS network.


Remote Control TDM Model - Route calls via telco circuits terminated at the Interactive Intelligence data center. Agent connection calls are routed over the Public Switch Telephone Network (PSTN) to your existing PBX, no new equipment required.


Key Benefits

 

  • Local control over your valuable data, decreasing security risks
  • Increased flexibility to configure and modify call flows, IVR flows and interaction processes
  • Advanced contact center features that include call recording, real-time monitoring and outbound dialing
  • Deployment models designed to provide survivability and the highest reliability
  • Predictable monthly payments with minimal, or no, capital expenditures, designed to maximize ROI
  • Flexible deployment models, with an optional migration path to a premise-based system

 

 

Interactive Contact Center Services Interactive Notification Services
  • Complete multichannel queuing
  • Web portal for easy configuration
  • Auto attendant and IVR
  • Rich, native desktop client for agents, supervisons and business users
    * Web and Mobile client options for business users
  • Unified messaging and desktop faxing
  • Screen pop integration
    * Salesforce.com
    * RightNow
  • Real-time supervision
    * Listen in, record, join, or take over calls and other interactions
    * Alerts for a variety of information elements
    * Supervisory coaching
  • Ad hoc reporting
  • Multichannel recording
    * Customizable scoring for recordings
  • Outbound dialing
    * Preview, power, or perdictive
    * Agent scripting
  • Automated post-call surveys
  • API for desktop application integration
  • Outbound calling service
    * Deliver timely, high quality voice messages to large volumes of customers in a cost-effective manner
    *Uses telephony trunks from the Interactive Intelligence data center so your lines aren't tied up
  • Deliver high volume outbound e-mail broadcasts
  • Send reminders, emergency notificatoins, automated messages, right-party contact, etc.
  • Upload lists via web interface, FTP, or programmatically via a web sercie
  • Use pre-recorded prompts and text-to-speech for messages
  • Collect responses for surveys and other applications easily by allowing call recipients to respond using touch=tone or by recording voice responses
  • Create interactive messages to direct connect calls to a live agent or an IVR application
  • Comprehensive real_time reporting of notification results