Interactive Intelligence Group Inc., a global leader of cloud services for customer engagement, communications and collaboration, has announced the launch of a new customer engagement cloud service for businesses throughout South Africa.
The unique PureCloud Engage℠ architecture, along with its advanced functionality, fast deployment, and simple month to month subscription terms offer contact centres accelerated business impact, more consistent outcomes, and the most innovative customer and agent experience.
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.
PureCloud Engage℠ addresses these issues. PureCloud Engage℠ was built from the inside out with the most stringent security requirements in mind.
It also addresses contact centre pain points such as high costs, lack of scalability, and difficulty managing geographically dispersed remote sites.
“PureCloud Engage℠ continuously delivers the most innovative and comprehensive omnichannel features, which reduces the cost and complexity of upgrades, eliminates downtime for maintenance, and improves both the agent and customer experience,” said Arthur Goldstuck, MD of World Wide Worx.
He added, “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. This empowers them to give personal and even proactive service, which significantly improves the customer experience.”
PureCloud Engage℠ is architected as a set of stateless, independently load-balanced micro-services 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 the most innovative applications.
PureCloud Engage℠ features the industry’s most comprehensive feature-set, including omni-channel 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.
PureCloud Engage℠ is offered directly through the Interactive Intelligence salesforce as well as through the company’s channel comprised of approximately 400 partners worldwide.
Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive Intelligence offers customers fast return on investment, along with robust reliability, scalability and security.
The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide.