Unified IP business communications solutions provider, Interactive Intelligence, has named Communications Australia as its latest local channel partner.
The strategic alliance has resulted in the launch of a new social media software solution called Social Exchange Engine (S.E.E). It is the first time such software will be implemented worldwide within the social media environment.
Interactive Intelligence managing director A/NZ and Pacific, Brendan Maree, said, “The combination of its optimised business processes coupled with the company’s skills and national footprint in industry sectors ranging from resources and mining, financial services, healthcare, education and logistics, will provide Interactive Intelligence with the ability to effectively scale our national footprint.”
This program offers local organisations an enterprise-grade premise and cloud-based contact centre solutions promoted as on-demand Communications-as-a-Service (CaaS).
CEO of Communications Australia, Mario Vecchio said, “The contact centre is a strategic asset for any customer-focused company.
“The volume of data out there is huge so trying to make sense of it is a complicated issue. But piecing the massive data that’s all over the place to solve the customer’s problem is the challenge,” he said.
The program provides a solution by contextualising streams of information from social networking sites. It does this by dragging pieces of information, looking at its behaviour and recombining it to a call centre to create conclusions.
Vecchio said the technology derived from a US military development that understands huge volumes of information from field operations and concludes it.
“We’re taking a component of that and we’re rolling it into social infrastructure so [that] we can take that technology out and utilise it to aid organisations with social issues” he said.
It is a completely different set of software and code from that used by the military, worth $50 million to take it out to the commercial world.
Communications Australia has already passed through authorised interactive intelligence training.
Vecchio said the program will be taken to selected customers in Australia in the coming months.
“We’re experiencing tremendous success and momentum in the Australian market right now as the demand for Communications-as-a-Service is increasing significantly,” Maree said.