New Cloud Solution Matches Customers With Agents

Interactive Intelligence PureCloud has been launched.

The suite of application services is based on new distributed cloud architecture built atop Amazon Web Services.

It is designed to provide rapid deployment, reliability, and unlimited scalability, while connecting customers and employees in new, more efficient ways.

Services will encompass unified communications, contact center automation, document management, and workflow. In addition, all PureCloud applications, interfaces and management tools were created using the latest web design methods for maximum ease of use.

Services include:

• PureMatch – a first of-its-kind matching scheme that matches customer interactions with contact center agents based on multiple attributes and criteria.
• PureCloud Social Customer Service – which enables customers to view agent profiles and performance – including their service ratings and wait time – then choose the agent best qualified to assist them.
• PureCloud Directory – a directory that makes deep user profile content available (e.g. skills, work experience, location, etc.), and provides bi-directional synchronization with popular systems such as Active Directory, Exchange, WorkDay, SharePoint, and Salesforce.

The solution 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.

“With PureCloud, organizations 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,” said Dr. Donald E. Brown, Founder and CEO at Interactive Intelligence.

Interactive Intelligence PureCloud is scheduled for general availability throughout the U.S. in Q4 2014. Service initiation in other geographies is scheduled to begin in 2015, along with availability of additional PureCloud application services.

Visit the Interactive Intelligence website to find out more.