Interactive Intelligence Group has recently announced a new customer engagement cloud service for businesses throughout the Middle East.
The PureCloud Engage architecture, according to the Group, offers contact centres accelerated business impact, more consistent outcomes, and the most innovative customer and agent experience.
“Our goal is to help our customers turn routine customer service in to a competitive advantage through customer engagement, collaboration and communication!” said Shaheen Haque, Territory Manager, Middle East and Turkey, Interactive Intelligence. “Each and every service in our new PureCloud platform leverages the power of the first cloud platform to use microservice architecture built on top of scalable AWS (Amazon Web Services) infrastructure, providing our customers with amazing resilience, 99.999 uptime and unparalleled feature choices that can be tailored to their particular needs.”
PureCloud Engage is architected as a set of stateless, independently load-balanced microservices running atop the scalable Amazon Web Services Cloud. It features omnichannel 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.
The cloud service is offered directly through the Interactive Intelligence salesforce, and through the company’s channel comprised of approximately 400 partners worldwide.