Interactive Intelligence, a provider of customer experience software, announced this week that it has partnered with the communications company Amcom. The two companies have joined forces so that Amcom can resell Interactive Intelligence’s software suite, Customer Interaction Center.
The announcement states that Interactive Intelligence is excited to welcome Amcom as a reseller. Brendan Maree, vice president of Interactive Intelligence for Australia, New Zealand, and Japan, spoke about the partnership in his company’s announcement.
“We are delighted to be working with Amcom as a reseller partner. This will enable Interactive Intelligence to meet demand and support the deployment of our cloud-based communications solutions, while opening up significant new business opportunities for our companies in both public and private sector organizations,” Maree said.
Amcom, based in Australia, has also had its SIP Services package validated. It is now certified to work directly with the Interactive Intelligence Contact Center Platform. Together, the two platforms should enable businesses using Amcom to reduce their SIP purchasing costs by eliminating the need to purchase additional hardware or telephony equipment. Amcom can offer a telecommunications package that is entirely IP-based, thereby helping businesses transition away from legacy ISDN services.
The Customer Interaction Center can be deployed entirely in the cloud or on-site. Interactive Intelligence lists its applications as including multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialing, workforce management, real-time speech analytics, and customer feedback management.
Businesses can reap many benefits when switching from a legacy telephony system to one that operates entirely through the cloud. This includes the ability for VoIP and related services to scale with the business as it grows, as well as the simplicity of that scaling. Businesses can also manage their entire operation from within the cloud—as is the case with the Customer Interaction Center—and handle the deployment or restriction of a range of services, such as call forwarding or routing.
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