Solutions for Outsourcers
As an outsourcer, the technology you use has to deliver. It has to let you tackle diverse industries and compliance issues. It has to keep pace with market drivers and customer demands that constantly change. It has to spell success for every company you support. To deliver, technology has to make your contact center operations powerful and flexible at the same time.
Above all else, the technology that drives your services has to be innovative — to set you apart from the competition.
For contact center automation, Interactive Intelligence gives you your choice of a complete premise-based solution, or an equally complete, on-demand, hosted solution - Communications as a Service (CaaS) - at a manageable monthly cost. You can even seamlessly migrate your hosted contact center to your own site without incurring downtime or losing your applications.
When you deploy the contact center solution from Interactive Intelligence, you get a single software-based platform and fully-integrated application suite to unify communications and centralize administration in one interface. You also get more of what you need to provide the kinds of inbound, outbound and blended service capabilities few other outsourcers can match. What you don’t get is the traditional “multi-point” legacy approach — multiple systems, from multiple vendors, bogged down by complex integrations and one administrative interface after another.
Be nimble. Say yes to your customers more often and handle the changes you’re being asked to implement, quickly and effectively. With application licensing that’s both straightforward and adaptable, start with applications such as ACD, IVR, quality monitoring and messaging for core services, and add functionality from outbound dialing to workforce management and automated satisfaction surveys at any time by simply activating licenses. Our platform’s intuitive, built-in application generator lets you also customize services to meet unique customer needs, and to create and maintain your own distinct services.
Scale your contact center and services operations from one location to several, from a few hundred seats to thousands, including remote agents, and from thousands of calls and interactions per month to millions. And when your customers go global, take them wherever they decide to go — our contact center suite is localized in 23 different languages.
Providing outsourced services in different areas of commerce means having to navigate different industry regulations, often globally. Interactive Intelligence has worked with customer organizations in virtually every type of vertical industry, in more than 90 countries, and continues to help them ensure compliance with the advanced monitoring and recording tools in our contact center solution — along with compliance best practices proven in contact centers around the world.
Some businesses choose a hands-on approach to bettering customer service and agent performance by monitoring agents and service levels, evaluating recorded interactions, conducting customer feedback surveys, etc. For quality monitoring at every level, leverage our contact center solution to provide the monitoring tools your customers want, in the format they need it.
The all-in-one platform from Interactive Intelligence provides most everything you need to run your contact center. However, customer requirements sometimes dictate that you connect to their legacy solutions, and our platform reduces potential complexity with pre-packaged integrations to third-party applications for CRM, workforce management, email, data storage systems, and other business apps.
Whatever businesses and industries you serve, our
all-in-one contact center solution equips you to serve them better than anyone else. Just ask our own outsourced services customers. Large and small, domestic and international, serving vertical markets of all kinds — with the innovation from Interactive Intelligence, they have all the power and flexibility they need to beat their competition and grow their business.