Telecommunications provider, Amcom, has signed with Interactive Intelligence (InIn) as a reseller of the software vendor’s Customer Interaction Centre (CIC) IP communications suite.
The agreement validated Amcom’s SIP services for interoperability with InIn's all-in-one Contact Centre Platform, which claims to reduce the costs of purchasing, maintaining and administering additional hardware and software for existing PBX.
InIn expects the partnership to satisfy demand and support deployment of its Cloud-based communications solutions, and present major opportunities across both the public and private sectors.
“This relationship will bring Interactive Intelligence additional market momentum through Amcom’s reputation and outstanding track record of success,” InIn Australia and New Zealand (A/NZ) and Japan vice-president, Brendan Maree, said.
“At the same time, the relationship will deliver optimal customer performance and a great user experience for organisations that rely on SIP-based communications and are moving into the Cloud.”
CIC can be deployed via the Cloud or on-premises. It promises multi-channel contact centre, unified communications (UC) and business process automation functionality. Its applications include multi-channel routing and queuing, interactive voice response, call and screen recording, predictive dialling, workforce management, real-time speech analytics, and customer feedback management.