Interactive Intelligence aims CEM cloud service at South African businesses

Interactive Intelligence Group has launched a new customer engagement cloud service for businesses throughout South Africa.

The unique PureCloud Engage architecture offers contact centres accelerated business impact, more consistent outcomes, and an innovative customer and agent experience.

World Wide Worx Managing Director Arthur Goldstuck, said: “As organisations evaluate their cloud options, they should assess a vendor’s security certifications, access management controls, encryption, and intrusion testing protocols. With careful assessment, organisations will find that in many instances modern cloud solutions are more secure than on-premises solutions. Combined with month-to-month subscription terms, these cloud solutions can give organisations an incredibly flexible, low-risk, high-value option.”

PureCloud Engage addresses contact centre pain points such as high costs, lack of scalability, and difficulty managing geographically dispersed remote sites, explains Andre le Roux, Interactive Intelligence Managing Director, Africa Region.

“Local contact centres increasingly need to roll out faster, scale up or down for campaigns without unnecessary expense, and focus their resources and budget more on staff and customer experience rather than infrastructure,” le Roux said. “The PureCloud Engage architecture reduces start-up time to a matter of days, simplifies the management of workpools in different locations, and offers maximum reliability and scalability within a pay-as-you-go monthly subscription model.”

With customer expectations changing dramatically, South African contact centres are challenged to deliver always-on access across multiple channels, as well as ensuring that agents are empowered to assure true first call resolution. Interactive Intelligence designed PureCloud Engage to also address these issues, according to le Roux.

“PureCloud Engage reduces the cost and complexity of upgrades, eliminates downtime for maintenance, and improves both the agent and customer experience,” he said. “Its advanced analytics also take full advantage of the virtually limitless data storage capacity of the cloud so agents have immediate access to all relevant customer information.”

PureCloud Engage is architected as a set of stateless, independently load-balanced microservices running atop the scalable Amazon Web Services Cloud. This architecture was designed to achieve new levels of reliability, security and scalability. It also gives businesses immediate and continuous delivery of applications.

PureCloud Engage features a comprehensive feature-set, including omnichannel routing, speech-enabled interactive voice response (IVR), call recording, quality management and reporting, outbound and predictive dialing, CRM integrations, and graphical scripting. It also includes business communications and collaboration features, such as IP PBX capabilities, video conferencing, corporate directory, chat, desktop sharing, and content management.

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