Interactive Intelligence has launched a new customer engagement cloud service to help contact centres deliver more consistent outcomes.
The new service, PureCloud Engage, was designed to help contact centres innovate the customer and agent experience.
The solution offers multichannel routing, speech-enabled interactive voice response, outbound campaign management, multichannel recording and quality management, reporting, customer relationship management integrations, and graphical scripting.
New features will be delivered on a continuous basis. Planned features include a capability that incorporates advanced behavioural analytics to automatically match customers and agents based on personality profiles, geolocation and automated learning. Another upcoming feature enables customers to browse agent personality profiles to determine the best match then connect via his or her preferred communications channel.
The solution is delivered from the PureCloud platform, which runs on Amazon Web Services (AWS) for reliability, scalability and security. The platform is a multi-tenant, distributed cloud platform built for multi-use cases: collaboration, communications and customer engagement.
Jeff Platón
“Contact centres today are dealing with rapidly changing technology and priorities, budget constraints, aging infrastructure, and the ‘always-on’ consumer expectation of an immediate response,” said Jeff Platón, Chief Marketing Officer for Interactive Intelligence. “PureCloud Engage addresses these challenges with its ability to quickly and cost effectively deliver highly reliable, scalable and innovative multichannel applications, while giving contact centre managers deep insight into performance and processes.”
“Lots of contact centre vendors are throwing in their hats to cover the burgeoning cloud market,” said Keith Dawson, Ovum practice leader for customer engagement. “But few, if any, market leaders are willing to build a completely new, secure, multi-tenant cloud services platform, and a completely new enterprise-grade customer engagement application to deliver great customer experiences.”
Author: Megan Jones
Published On: 17th Jun 2015 - Last modified: 1st Nov 2017
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