Interactive Intelligence has made available a new customer engagement Cloud service for businesses throughout Australia and New Zealand.
The communications provider designed the new service, PureCloud Engage, to help contact centres accelerate business impact, deliver more consistent outcomes, and innovate the customer and agent experience.
“Contact centres are adopting new technologies to keep up with the ever changing demands of how customers choose to interact with a business,” says Brendan Maree, Senior vice president for Australia, New Zealand and Japan, Interactive Intelligence.
“PureCloud Engage is not only cost-effective, but can quickly deliver highly reliable, scalable and innovative multichannel applications, thus enhancing the customer experience and offering managers data and insights to make the right business decisions.”
According to Maree, PureCloud Engage offers multichannel routing, speech-enabled interactive voice response, outbound campaign management, multichannel recording and quality management, reporting, customer relationship management integrations, and graphical scripting.
“Contact centre applications are transitioning into the Cloud and major vendors like Interactive Intelligence are fast responding with new and visionary Cloud offerings,” adds Siow-Meng Soh, Research manager for telecommunications, IDC Australia.
“Driven by the need for greater business agility, we expect the adoption of Cloud-based contact centre technology to accelerate in Australia, with total Australia public Cloud services estimated to grow to $2.7 billion by 2017 at a CAGR of 24.7 per cent.”
Maree adds that PureCloud Engage will be offered by the Interactive Intelligence global channel throughout Australia and New Zealand, and by the company’s direct salesforce.