Interactive Intelligence Launches New Customer Engagement Cloud Service

INDIANAPOLIS--(BUSINESS WIRE)--

Interactive Intelligence Group Inc. ININ, a global provider of collaboration, communications and customer engagement software and cloud services, has launched a new customer engagement cloud service.

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Interactive Intelligence designed the new service, PureCloud Engage^℠, to help contact centers accelerate business impact, deliver more consistent outcomes, and innovate the customer and agent experience.

"Contact centers 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 center managers deep insight into performance and processes."

"Lots of contact center 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.

"That's what Interactive has done, and its latest customer engagement service extends the rapid deployment, reliability and scalability benefits of its PureCloud^℠ platform to give contact centers a wealth of sophisticated multichannel applications. PureCloud Engage^℠ functionality is further augmented by apps that will be available on the Interactive Intelligence MarketPlace^℠ – the company's app store – as well as packaged integrations and a REST API," Dawson concluded.

PureCloud Engage^℠ 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 PureCloud Engage^℠ features will be delivered on a continuous basis. Planned features include a unique capability that incorporates advanced behavioral 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.

PureCloud Engage^℠ is delivered from the PureCloud^℠ platform, which runs on Amazon Web Services (AWS) for maximum reliability, scalability and security. The PureCloud^℠ platform is the first enterprise-grade, multitenant, distributed cloud platform built for multi-use cases: collaboration, communications and customer engagement.

PureCloud Engage^℠ will be offered by the Interactive Intelligence global channel of approximately 400 resellers, and by the company's direct salesforce.

PureCloud Engage^℠ will be generally available in North America, Australia and New Zealand by June 30, 2015. General availability is planned for the U.K. and Ireland in Q3 2015. General availability is planned for the rest of Europe, as well as Japan in Q4 2015. Other international locations to follow.

For more information about PureCloud Engage^℠ visit http://www.inin.com/solutions/pages/engage.aspx.

About Interactive Intelligence

Interactive Intelligence ININ is a global provider of enterprise-grade collaboration, communications and customer engagement software and cloud services that help customers improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 22 patents and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organizations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. Interactive has been among Software Magazine's Top 500 Global Software and Services Suppliers for 14 consecutive years, has received Frost & Sullivan's Company of the Year Award for five consecutive years, and is one of Mashable's 2014 Seven Best Tech Companies to Work For. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com.

Interactive Intelligence 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.

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