• March 18, 2013
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Interactive Intelligence Launches Cloud Solution for Small Contact Centers

Interactive Intelligence, a provider of unified IP business communications solutions, today launched a new cloud-based communications-as-a-service solution for small contact centers.

The new solution, CaaS Small Center, is designed for organizations with between 10 and 50 contact center agents. Though 65 percent of all contact centers employ fewer than 50 agents, the small contact center market is "greatly underserved," according to Joe Staples, chief marketing officer at Interactive Intelligence. These small contact centers, though, "have the same core requirements in serving their customers as those of large contact centers," he says.

CaaS Small Center offers a wide breadth of contact center applications, including multichannel routing and queuing, interactive voice response, multichannel recording, supervision and reporting, quality management, real-time speech analytics, automated customer satisfaction surveys, and Salesforce.com integration. The application suite supports contacts via voice, email, fax, text, and the Web.

CaaS Small Center can also support business users with unified communications functionality, such as IP-PBX, presence management, unified messaging, desktop faxing, and conferencing.

"It's a tightly integrated suite that is all managed over the Web," Staples says. "Just go to a browser, click on a few tabs, and you're done."

CaaS Small Center, he adds, "is a packaged suite that can be customized based on your size and what you want to do, and you can upgrade it as your needs dictate or your business requirements change."

Interactive Intelligence has sought to minimize the risk of deploying CaaS Small Center with the Quick Spin program that lets users try it before they buy it. The program can involve up to 10 agents using the product for up to two weeks. CaaS Small Center also comes with a guarantee to be up and running within 15 business days, a dedicated implementation manager, and no long-term contract commitment. The entry price is $99 per agent per month.

For organizations with the strictest security and compliance demands, CaaS Small Centeroffers industry certification at the corporate, cloud services, and data center levels.

CaaS Small Center is available immediately throughout the United States, with availability in Canada scheduled for the second half of the year.

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