Cloud-based Contact Center Solutions

Same proven contact center offering, on demand, with total control
Contact centers and call centers expect a high level of communications functionality, predictability, security and control when moving to the cloud and a hosted contact center solution. With the Communications as a Service (CaaS) cloud offering from Interactive Intelligence, you get all of that.

More importantly, our CaaS offering also gives you this: The power of an all-in-one software platform, developed for unified communications more than a decade ago, and proven in 4,000+ customer sites worldwide running their mission-critical contact center operations.

Simple migration between cloud and premise
Interactive Intelligence has the unique ability to offer a simple, cost-effective migration between cloud and on-premise environments. This flexibility is the result of key technology innovations that include:

• A common all-in-one architecture
• Dedicated virtual machines (versus multi-tenancy)
• Hybrid deployments

Choose the right path for your contact center, at the right time
Leverage the cloud to launch a new center quickly, and lay the foundation for a longer term migration to a premise-based next-generation platform. Or start with an on-premise deployment, and optionally migrate to the cloud later if resources or capital budget become problematic. Knowing how quickly conditions can change, you’re free to choose either cloud-based or on-premise, without the fear of making a wrong decision and losing your investment down the road.

Flexibility to address critical requirements
Mission-critical requirements for predictability, security and control make the contact center unlike any other enterprise application. To meet these unique requirements in the cloud, our customers have made it clear that one size does not fit all.

Three deployment models
To fit your infrastructure, Interactive Intelligence offers three flexible CaaS deployment models to choose from. Each model is based on a hardened Interactive Intelligence data center and the Customer Interaction Center™ (CIC) contact center application suite.

Local Control VoIP Model
A unique hybrid option that provides a superior level of predictability as well as security and control. Voice infrastructure components such as gateways, media servers and IP phones — together with call recordings and sensitive customer information — remain on-premise and connect via MPLS to the CIC application server residing in a hardened Interactive Intelligence data center. This allows you to:

• Keep the voice path on your private network
• Securely store recordings on local servers
• Maintain customer data in local databases
• Utilize existing telco lines (calls continue to terminate at your site)
• Continue to take calls should the WAN go down
• Easily transition to a premise environment

Remote Control VoIP Model
A centralized option where all components — voice infrastructure and CIC application server — reside in a hardened Interactive Intelligence data center. Calls are routed to the data center and, once a routing decision is made, are delivered to agents over an MPLS network. This option requires minimal equipment and leaves the hassle of managing telco lines to us.

Remote Control TDM Model
A centralized option that lets you continue to leverage your existing PBX infrastructure for delivering calls to agents. This set-up is similar to the Remote Control VoIP Model but, once a routing decision is made, calls are delivered from the Interactive Intelligence data center to agents by way of the Public Switch Telephone Network (PSTN) and your existing PBX. No new on-premise equipment is required. This option is very quick to deploy and requires little to no change to the network. It also protects your existing PBX investments.

Next Steps

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Cloud-based Contact Center Solutions

The cloud-based Communications as a Service (CaaS) offerings from Interactive Intelligence emanate from the same multichannel application suite trusted in contact centers around the world for nearly two decades.

For your hosted contact center, our CaaS Contact Center extends the same proven solution — scalable, flexible, with more application functionality than most on-premise systems are capable of.

Hosted contact center offers positive ROI from the start
With CaaS Contact Center services, you pay only for the capabilities you need and the agents, supervisors and business users you equip. Monthly costs are predictable and easy to budget, with minimal (or no) capital expenditures and far less IT overhead than on-premise data centers require.

With a hosted call center, your ROI starts positively and stays high, since there are no up-front costs for on-premise equipment, and no unending maintenance and operational costs to diminish your return.

Full-service CaaS offerings
CaaS Contact Center improves operational performance with IVR, ACD, automated dialing, call recording, workforce management (WFM), screen pop integration and the multichannel routing of e-mail and web chat. Agents and supervisors also improve service levels with desktop call control, desktop faxing, and real-time presence and monitoring.

Outbound Dialing Services give you preview, power, predictive and agentless dialing, with full scripting, to support all outbound campaign needs. Automated inbound/outbound blended dialing also drives outbound pacing according to inbound traffic, allowing you to make agents more efficient when inbound traffic decreases.

CaaS Business Users, offered in conjunction with CaaS Contact Center, lets your contact center add business user applications for enterprise employees, all via your deployed CaaS solution.

Scale as needed — in-center or remote
No matter the size of your operations and the number of agents and users, the CaaS Contact Center lets you easily add users as needed and incorporate work-at-home agents, mobile workers, and remote sites. Or scale your hosted call center solution up and then back down, on demand, to meet seasonal needs and peak interaction volumes.

Choose your services control model
The CaaS Contact Center offering takes full advantage of the SIP-architected platform technology from Interactive Intelligence, --resulting in a powerful platform for cost-effective services delivery and control using voice over IP (VoIP) and a MultiProtocol Label Switching (MPLS) network. And with three flexible deployment models, you get choices other CaaS vendors don't provide.

Local Control VoIP Model - Keep your organization’s current telco circuits, connect to the hardened Interactive Intelligence data center via MPLS, configure “on-premise” hardware such as gateways, proxy/media servers, and equip agents and other users with IP phones or soft phones.

Remote Control VoIP Model - Route calls via telco circuits terminated at the Interactive Intelligence data center, and equip agents to handle calls using IP phones or soft phones connected over an MPLS network.

Remote Control TDM Model - Route calls via telco circuits terminated at the Interactive Intelligence data center. Agent connection calls are routed over the Public Switch Telephone Network (PSTN) to your existing PBX, no new equipment required.

Key Benefits

• Local control over your valuable data, decreasing security risks
• Increased flexibility to configure and modify call flows, IVR flows and interaction processes
• Advanced contact center features that include call recording, real-time monitoring, outbound dialing and workforce management
• Deployment models designed to provide survivability and the highest reliability
• Predictable monthly payments with minimal, or no, capital expenditures, designed to maximize ROI
• Flexible deployment models, with an option to migrate your cloud-based solution to your own site at any time, in one easy step, without incurring downtime or losing your applications

Services we offer through our hosted contact center solution

For more information and availability
For more information on Interactive Intelligence's Communications as a Service (CaaS), please contact us.