For most customer-facing companies, improving the customer experience is a top priority. The problem is that this priority often remains merely on paper and doesn’t translate into actual practices. Thanks to cloud-based solutions, however, companies of all sizes—but especially small and medium-sized businesses (SMBs)—are discovering features and next-generation applications that can help them offer customers more channels, more choices, and better service than ever before.
The contact center cloud is particularly compelling. It allows small and medium-sized businesses (SMBs) to offer customer support on par with that of large enterprises at a reasonable cost, and it helps them integrate remote locations and functions into a cohesive whole that can help shoulder the heavy burden of providing the highest quality customer support to customers whenever they need it and through whatever channel they choose. As a result, many players in the contact center industry are stepping up their efforts when it comes to offering cloud environments.
Contact center solutions provider Interactive Intelligence is introducing Interactive Intelligence PureCloud this week, a suite of cloud-based services for communications, collaboration, and customer engagement. The new suite of cloud-based application services is based on a new distributed cloud architecture built on Amazon Web Services, the company said. It was designed to provide rapid deployment, maximum reliability, and unlimited scalability, while connecting customers and employees in new, more efficient ways.
“Many of the current cloud-based communications offerings are far from enterprise-grade,” said Dr. Donald E. 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 world’s largest organizations. With PureCloud, organizations also have the option to deploy Edge devices within their networks, enabling them to continue operating even if the Internet is unavailable, and to keep voice traffic on their networks rather than routing it over the public Internet.”
The PureCloud suite offers a number of services, including Interactive Intelligence PureMatch, a “matching scheme” that matches customer interactions with contact center agents based on multiple attributes and criteria. It also takes social customer service to the next level with a feature that allows customers to view agent profiles and performance metrics—including service ratings and wait times—and then choose the agent best qualified to assist them. PureCloud also offers IP PBX, unified messaging, instant messaging, presence management, conferencing, persistent group chat, fax, video, and other UC features that work across web browsers, smartphones, and tablets.
The PureCloud suite will be generally available throughout the U.S. in the last quarter of this year, the company said.
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