Cloud Contact Center - Communications as a Service (CaaS)

Embrace the contact center cloud without compromise.

Interactive Intelligence CaaS, our virtual private cloud (single tenant) offering, has become a cloud contact center solution of choice for mid-size to large, mission-critical contact centers and business operations that require a high level of trust, functionality and flexibility.

Learn more about our other cloud solutions, including CaaS Small Center for contact centers between 10 and 50 agents and PureCloud for companies looking for a distributed cloud solution using Amazon Web Services.

Trusted Service and Partner

Secure. Keep your applications and data isolated from others with the option to maintain voice path, recordings and/or other sensitive customer data within your company’s own network. Combine this with rock solid data centers, infrastructure, and certified best practices for a secure service.

Reliable. Use the same proven technology powering over 6,000 customers in 90 countries. Geo-redundancy is built-in, providing an added level of assurance. Advanced monitoring capabilities ensure we know about any issues so we can be proactive in resolving them.

Experienced. Rely on technology that’s supported leading contact centers and businesses for close to twenty years. We bring an extensive level of expertise to your organization, together with proven and refined best practices from thousands of deployments.

Stable. Partner with a public company whose sustained financial stability and growth is well documented. One of a few recognized as a worldwide leader, Interactive Intelligence has established a record of innovating and executing in the contact center and beyond.

Broad Functionality

Access a full suite of multichannel contact center, unified communications and business process automation features. Common, easy-to-use interfaces give the contact center and business greater control over operations and the ability to fine tune applications, add new capabilities, and manage users with minimal IT involvement. Tap into a rich history of innovation, and turn customer care into a competitive weapon.

Maximum Flexibility

With our cloud call center solution, you can rapidly scale up or down, meet seasonality and growth needs, customize applications, set pricing and terms, and deploy on a global basis. Flexibility enables us to tailor a solution that meets your specific business needs.

Contact Center


  • Multichannel routing (voice, email, chat)
  • Interactive voice response (IVR)
  • Speech recognition
  • Outbound dialing
  • Recording and quality management
  • Workforce management
  • Strategic resource planning
  • Real-time speech analytics
  • Post-call and IVR surveys
  • CRM and UC integrations
  • Supervisor and reporting applications
  • Mobility

Unified Communications


  • Enterprise telephony (IP PBX)
  • Auto-attendant
  • Presence
  • Conferencing
  • Desktop call control
  • Unified messaging

Business Process Automation

  • Intuitive, visual design environment
  • Configurable integration options
  • Complex event processing
  • Contact-center style presence, queuing, routing, escalations
  • Intelligent, intuitive end user forms
  • Reporting and real-time monitoring
  • Service oriented architecture
  • Open database
Have 10 - 50 agents?
Visit CaaS Small Center

Most Popular

Want a distributed cloud using AWS?
Check out PureCloud

Standard Edition

25-500 Agents

Base functionality with ability to add rich multichannel and workforce optimization capabilities, standard support

Preferred Edition

25-5,000 Agents

Extend options for advanced functionality, enhanced support



Premium Edition

25-5,000+ Agents

Full list of options for advanced functionality, maximum support




Base functionality
Automatic contact distribution (ACD)
Interactive voice response (IVR)
Unified communications (UC)

All Standard Edition capabilities, plus:

All Preferred Edition capabilities, plus:

Available options
Multichannel (voice, email, chat)
Speech recognition
Recording & quality management
Workforce management
Real-time speech analytics
Post-call and IVR surveys
Select CRM and UC integrations
Supervisor and reporting
- iPad edition for mobility
Conference bridge

Additional options available
Outbound dialing
Web portal for outsourcers, agents, mgmt
Screen recording
Strategic resource planning
Additional media channels
Broad set of packaged integrations
Public API for custom integrations
Business process automation


Additional options available
Natural language speech recognition
VoiceXML
Advanced text to speech
Visual programming interface
Enhanced customization
Development sandbox




Standard support
M-F 8am-8pm local




Enhanced support
S-S 8am-8pm local

Discounted professional services

Maximum support
24/7/365

Discounted professional services

Download the high level editions comparison
Download the detailed editions comparison

Have between 10 - 50 agents?
Take a look at our solution for small contact centers, CaaS Small Center

Find a partner that cares as much about your business as you do.

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

Services

Call on our nimble team to implement new services, create and modify interaction flows, configure applications, take care of changes, and perform application updates and upgrades.

Support

Count on a responsive team of experts to support, maintain, and enhance CaaS applications and customer configurations.

Technical Operations

Rely on technical operations to support, maintain, and enhance CaaS infrastructure through proactive operational monitoring along with incident, change ,and service management.

Engineering

Task our engineers with the development of new generation infrastructure.

Security and Compliance

Security and compliance involves implementing, monitoring, and maintaining our cloud services security program. This includes employee security awareness and training, internal audit and program monitoring, external compliance reviews, incident response, risk management, and business continuity planning.

Solutions

Set the bar for success with the team of forward-thinking solutions managers responsible for defining future CaaS services. CaaS customers also benefit from knowledge, expertise and services provided by other Interactive Intelligence services organizations.

Additional Services


Frost and Sullivan award
Ovum report

Resources

Interactive Intelligence

Two industry authorities outline when it makes sense to consider a cloud-based contact center, versus a premise-based solution