Interactive Intelligence has announced that it is launching PureCloud, a suite of enterprise-grade cloud-based communication and collaboration applications designed with customer service in mind.
“Many of the current cloud-based communications offerings are far from enterprise-grade,” said Donald Brown, founder and CEO of Interactive Intelligence. “Most of them leave their customers stranded if Internet connectivity is lost or the service itself is interrupted. PureCloud, however, was designed to meet the scalability, reliability, and security needs of the largest global organizations.”
PureCloud includes a number of features, such as unified communications, contact center automation, and workflow management. It also includes a complete suite of communications applications, including fax, IP-PBX, instant messaging, call recording, and even fax.
Some of the new features include PureMatch, which can match a customer with a customer service agent based on certain criteria.
PureCloud Social Customer Service allows customers to view the profiles of customer service agents, giving them access to information such as wait times and service ratings. Customers can then choose the agents they believe will serve them best.
PureCloud Directory offers a comprehensive corporate directory that includes details such as skills, experience, and location. It integrates with a number of corporate tools, including Microsoft SharePoint, Active Directory, Salesforce, and Exchange. It even supports mobile platforms, including iOS, Android, and Windows 8 Phone.
Although PureCloud runs on Amazon Web Services, as do a number of other popular cloud services, it is designed to remain operational even if a customer’s Internet connection goes down. Customers have the option of installing Edge devices in addition to relying on the cloud. The on-premises solution adds an extra level of reliability.
“We’re now unique in that we can offer customers a mature, on-premises solution, as well as both single-tenant and multitenant cloud services,” Brown said. “Our goal is to provide everything organizations need for communications, collaboration, and customer engagement, however they want it delivered.”
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