Contact Center Solutions Featured Article

Interactive Intelligence Launches Interaction Edge Aimed at Enterprises, Contact Centers

June 05, 2012

Today, global provider of unified IP business communications software and services, Interactive Intelligence Group released its newest product: Interaction Edge.

Interaction Edge is a combined gateway, media server and SIP proxy appliance aimed at streamlining enterprise IP telephony deployments. In other words, it provides gateway capabilities that allow connections between traditional trunk lines and voice over IP (VoIP) networks, while adding media server and SIP proxy capabilities in a single appliance.

According to Joe Staples, chief marketing officer for Interactive Intelligence, this combination of functionality on to one device allows enterprises and contact centers to simplify IT management as well as reduce costs.

"Following our overall product strategy of an all-in-one approach to communications infrastructure, Interaction Edge gives customers a single appliance to manage instead of multiple devices," said Staples. "Interaction Edge also provides the advantages of hardware redundancy for disaster recovery and remote administration, making it ideal for distributed organizations, including those that use our cloud-based communications-as-a-service delivery model."

Furthermore, Interaction Edge was designed to work with Interactive Intelligence's all-in-one IP communications software suite, customer interaction center (CIC). This provides mid-size to large contact centers and enterprises with applications such as interactive voice response, automatic call distribution, multichannel recording, predictive dialing, and unified messaging, among others.

Lastly, for improved reliability and performance, the Interactive Intelligence media server offloads the CIC application server by handling all audio processing. For increased operational efficiencies and remote survivability, its SIP proxy effectively routes calls between servers in enterprise IP telephony environments.

Interaction Edge is available in one, two, four and eight-span increments for added flexibility.

Interactive Intelligence, which is hosting a financial analyst day today, provides unified IP-based call center platforms to a number of clients around the globe, including the Gerber Life Insurance Company, which saves $100,000 annually through reduced labor costs alone versus its previous call center platform.

Edited by Brooke Neuman