Interactive Intelligence is a global leader of cloud services for customer engagement, communications and collaboration – contact centres. The company’s latest cloud services are delivered from its PureCloud platform, the first cloud platform using micro-service architecture built atop the scalable AWS Cloud designed to deliver functionality for contact centres and enterprises.
“Few, if any contact centre market leaders are willing to build a completely new cloud platform and a completely new set of applications to deliver a truly superior customer experience,” said Keith Dawson, Ovum’s principal analyst, customer engagement. “But Interactive Intelligence has done just that with its PureCloud platform. By combining the unique advantages of micro-service architecture running on AWS, with rich Omni-channel customer engagement, communications and collaboration services, the company has seriously raised the bar for competitors.”
“Lots of things set AWS apart in the computing and data storage market: experience, the pace of innovation, and global footprint, to name just a few,” said Brendan Maree, Interactive Intelligence senior vice president, Australia, New Zealand and Japan. “Beyond that, our PureCloud platform takes unique advantage of many other AWS offerings. For customers, this means a competitive advantage through lower costs, faster time to market, and reduced risk.”
The PureCloud platform delivers sophisticated functionality, including the following:
- Omni-channel routing
- Speech-enabled interactive voice response (IVR)
- Call recording, quality management and reporting
- Outbound and predictive dialling
- CRM integrations
- Graphical scripting
- Video conferencing
- Desktop and file sharing
- Corporate directory
- IP PBX
Interactive Intelligence was positioned as a leader in the Gartner Magic Quadrant for Contact Centre as a Service, North America 2015. It was also named a Market Leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution 2015-16 report. Most recently, it received Frost & Sullivan’s Visionary Innovation Leadership Award, Cloud Contact Centre Industry, North America.
APN is a global partner program that helps partners build a successful AWS-based business by providing technical, marketing, and go-to-market support. Of the tens of thousands of members of the APN, only a small fraction have achieved Advanced Technology Partner status.