Messaging Interaction Center™

Enterprise Messaging

Voicemail • Voicemail system replacement
Unified messaging • Enhanced messaging
Interaction Mobile Office™ • SIP-based VoIP

Enterprise messaging has become a necessity wherever messages form the thread between people and information. Yet trying to manage multi-channel voice and data messages from different systems, in increasing volumes, isn't easy or productive.

The Messaging Interaction Center solution lets organizations in business, higher education, healthcare, and other sectors support every aspect of messaging, and do so with a single powerful, LDAP-based software platform.

Flexible choose-by-function deployment options
From voicemail and unified messaging to enhanced messaging, fax and IVR, leverage Messaging Interaction Center's unique choose-by-function ports to configure and centrally administer the precise messaging environment you need, by department or enterprise-wide. Better still, the Messaging Interaction Center system lets your organization "license up" from one messaging type to the next as user requirements dictate.

Voicemail if that's all your users require. Messaging Interaction Center easily and cost-effectively replaces outdated legacy system hardware.

Unified messaging that not only streamlines e-mails, voicemails and faxes into a user's e-mail inbox, but also integrates disparate systems and administration interfaces onto one platform.

Enhanced messaging that builds upon unified messaging - integrated e-mail, voicemail and fax - by adding Find-me/ Follow-me, personal call rules, real-time presence management, and other advanced features.

Maximum scalability and reliability
Leverage Messaging Interaction Center's N+1 architecture to scale to hundreds of thousands of users across distributed sites, with reliability courtesy of the Messaging Interaction Center system's built-in fault-tolerant design.

Migrate to voice over IP via SIP
Support traditional TDM telephony networks to implement Messaging Interaction Center in an existing IT infrastructure, then take advantage of the Messaging Interaction Center software's inherent SIP architecture to migrate to VoIP - no costly application re-writes or forklift upgrades required.

Interaction Mobile Office™
Give mobile users speech-enabled access to all message types and provisioned user directories via the Interaction Mobile Office plug-in. Users can also ensure their availability with voice-activated presence management status settings.

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Voicemail

Implement Messaging Interaction Center to replace an existing system or launch voicemail from the start, and scale users up to enhanced or unified messaging at any time via simple licensing.

Voicemail only. Play, replay, re-record, send and delete phone messages, set message priorities, etc. Also activate the built-in Interaction Mobile Office application, which works with a market leading speech engine, for speech-enabled mobile office capabilities.

Single-server voicemail replacement. Replace outdated legacy voicemail hardware with the Messaging Interaction Center software, LDAP directory data storage, and Web-based Internet Information Server (IIS) administration in one pre-integrated solution.

Telephone User Interface (TUI). Replicate an existing TUI and customize menu options and numbering using Messaging Interaction Center's built-in Interaction Designer® graphical application generator. Also leverage Messaging Interaction Center's available speech engine and voice commands to manage voicemails with greater ease and efficiency. Either way, there's never the need for user re-training.

Phone system/ voice resource options. Messaging Interaction Center works with traditional PBX phone equipment, Centrex systems, PSTN connections, Cisco's CallManager, or via a SIP gateway in a SIP-based VoIP configuration.

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Unified messaging

Transform voicemail into multi-dimensional unified messaging via Messaging Interaction Center's expandable application suite and simple licensing.

Unified messaging. Consolidate voicemails, e-mails and faxes in the user's e-mail inbox to streamline message and response management and elevate productivity.

Browser-based message access. Access voicemail and fax messages using a standard Web browser. Users can also access recorded voice messages from their e-mail inbox, or as usual over the phone.

Presence management and personal greetings. Enable users to set real-time presence statuses for Available, In a Meeting, Out of the Office and other customizable pre-determined status settings. Messaging Interaction Center's call routing announces any user's status automatically.

Multiple-mail connector. For e-mail, integrate the Messaging Interaction Center Server to Microsoft® Exchange Server, IBM Lotus Notes® and or Sun iPlanet™ Mail Server simultaneously, and flexibly configure users on their chosen e-mail platform.

Voicemail-only users. Configure voicemail-only users for persons who don't require e-mail or unified messaging capability.

Automated attendant. Use Messaging Interaction Center's built-in speech-enabled Interaction Attendant® to create voice menus, store menus in LDAP directories, structure multi-tenant configurations and grant multi-level user access in a single Web-driven environment.

IVR. Pre-integrate Interactive Intelligence's Web-based interactive voice response application via simple licensing to automate inbound self-service processes as well as outbound IVR messages.

Speech recognition. Equip Messaging Interaction Center with the speech-driven Interaction Mobile Office application to manage messages, place calls, change presence management status settings, search contacts, etc. using simple verbal commands.

Supervisory, system and quality monitoring. Oversee Messaging Interaction Center's System Status, Workgroup Status and other system aspects in real-time with the optionally available Interaction Supervisor® monitoring plug-in module.

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Enhanced Messaging

Build upon Messaging Interaction Center's unified messaging and collaboration features with one-number Find-me/ Follow-me, universal message access, message notification options, and calendar and contact management capabilities.

Enhanced messaging users also get call screening, user-defined call handling rules, automatic callback, pre-integrated knowledge management, and desktop faxing and fax "navigation." For workgroup and departmental needs, Messaging Interaction Center Personal Groups settings make it easy to send broadcast messages to groups of addresses and view the status of other Messaging Interaction Center users.

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Key benefits

A lower total cost of ownership from a single software platform for "no integration" native voicemail plus enhanced messaging, IVR and wireless functionality.

Web-based central administration via a common browser interface for directory and message store management, which reduces complexity as well as costs.

Scalable functionality that lets an organization deploy voicemail and "license up" to unified messaging and enhanced messaging at any time, across specific departments or enterprise-wide - up to hundreds of thousands of users.

Cost-effective migration path to IP telephony, allowing organizations to migrate from traditional TDM telephony to SIP-based switching with no application re-writes or forklift upgrades.

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Messaging Interaction Center Product Snapshot (630Kb PDF)

SIP & the Interaction Center Platform® Technology

Customer Success Stories

What the analysts are saying...

Yankee Group report (PDF)
on Interactive Intelligence