Cloud Contact Center - Communications as a Service (CaaS)

Embrace the contact center cloud without compromise.

Interactive Intelligence CaaS – our secure, single-instance cloud contact center service offering – has become a solution of choice for mid-size to large, mission-critical contact centers and businesses operations.

It offers the functionality and flexibility you would expect from an award-winning cloud leader with a contact center focus.

In fact, as the original all-in-one solution, CaaS brings ease of administration to an application that works like it should.

Learn more about our other cloud solution.

PureCloud Engage – Ideal for companies looking for a distributed cloud solution using Amazon Web Services.

Trusted Service and Partner

Secure. Keep applications and data isolated from others. With the option to maintain voice path, recordings, and 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 that’s also PCI certified.

Reliable. Use the same proven technology powering over 6,000 customers in 90 countries. Geo-redundancy is built-in for added assurance. And advanced monitoring tells us about any issues so we can resolve them at once.

Experienced. 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 record for innovating and executing in the contact center has earned recognition as a leader in the industry.

Broad Functionality

Access a full suite of multichannel contact center, unified communications, and business process automation features. Easy-to-use interfaces create greater control over operations and the ability to fine tune applications. You can also add new capabilities and manage users with minimal IT involvement.

Maximum Flexibility

Count on our cloud call center solution to rapidly scale up or down, meet seasonal and growth needs, customize applications, set pricing and terms – and deploy on a global basis.

Multichannel ACD


  • Intelligent voice routing
  • Email
  • Web chat
  • SMS
  • Social media routing

Reporting


  • Real-time reporting
  • Historical reporting
  • Supervisor iPad Edition

Voice Self Service


  • Interactive voice response
  • Speech recognition
  • Virtual queue callback

CRM and UC Integrations


Workforce Optimization

  • Multichannel recording
  • Workforce management
  • Strategic planning
  • Quality management
  • Speech analytics
  • Customer surveys

Outbound Dialing


Collections


Business Process Automation


Unified Communications

The tiered, a la carte pricing of CaaS lets you tailor functionality to match your needs – and maximize the value of your investment.


Most Popular


Standard Edition

25-500 Agents

Base functionality with ability to add rich multichannel & workforce optimization capabilities.

Preferred Edition

25-5,000 Agents

Extended options for advanced functionality.



Premium Edition

25-5,000+ Agents

Full list of options for advanced functionality.




Base functionality
Auto 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, management
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






Download the high level editions comparison
Download the detailed editions comparison

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


Best Cloud Architecture For Your Contact Center