Contact Center Solutions Featured Article

Interactive Intelligence Launches PureCloud Services in Australia and New Zealand

April 27, 2015

The rolling thunder of Interactive Intelligence enhancement and globalization of its PureCloud Amazon Web Services (AWS)-based, multitenant enterprise-grade collaboration, communications and customer engagement software and cloud services solutions continues to pick up speed. 

Since revealing the PureCloud platform and providing the roadmap of feature and functionality availability back in June of 2014, Interactive Intelligence has stuck closely to its time schedules. This included the introduction of its first capability PureCloud Directory in January, and the addition in March of PureCloud Collaborate and PureCloud Communicate services.  The former became available on AWS US East Region, while the latter is still on track where the services are being offered for launch in June.  And, speaking of where services are being offered, Australia and New Zealand can be added to the list as PureCloud is available from Amazon’s major Sydney data center that serves the AWS Asia Pacific Region.

In promoting the introduction of PureCloud to Australian and New Zealand customers, Interactive Intelligence is highlighting that the services being offered are the first of several that will be accessible via AWS and represent a unified, single-platform cloud solution running applications for multiple use cases: collaboration, communications, and next up customer engagement.

“By offering an alternative to siloed, consumer-grade cloud apps that are actually built on client-server architecture, businesses finally get simple deployment and management, along with maximum reliability, security and scalability,” said Brendan Maree, Interactive Intelligence vice president for Japan, Australia, New Zealand. “Equally important, users benefit from a consistent experience across devices and operating systems, and easy to use interfaces.”

In terms of the availability of the full suite of PureCloud functionality we are starting to get very close.  This is exemplified by the functions offered by the combination of PureCloud Collaborate and Communicate services which include:

  • Real-time enterprise collaboration tools, such as searchable employee profile information, instant messaging, multi-user chat rooms, multi-party video conferencing, and desktop sharing help increase productivity.
  • Integrated content management offers cloud-based storage and easy sharing of documents, images and other content both inside and outside the organization for simple, secure and efficient team-based collaboration.
  • Sophisticated IP PBX capabilities, including auto-attendant, call recording, speech recognition and unified messaging meet the needs of the largest organizations.
  • Support for multiple voice, video and mobile endpoints extends communications and collaboration to any device, including landlines, for a more productive mobile workforce.
  • Remote survivability provides PBX, IVR, and call recording functionality in the event of lost Internet connectivity for business continuity.

Available in Australia and New Zealand, PureCloud Collaborate is currently available as an unlimited free service to an unlimited number of users. As noted, with the general availability of PureCloud Communicate in June, the vision of true real-time communications capabilities will become available as PureCloud Collaborate functionality and includes sophisticated telephony features like IP PBX, fax, audio conferencing, remote survivability and advanced phone features.

While pricing has not been released, the objective of offering PureCloud from its conception has been as a complement/alternative to Interactive Intelligence’s CaaS single tenant solution. The objective was to have a multi-purpose collaboration and communications cloud-based offering that would be priced to attract customers of any size. This meant a cloud-based solution not only for large organizations looking for a pay-as-you-go and pay-as-you-grow, but especially for small and medium-sized businesses (SMBs). 

Indeed, SMBs have been early cloud solutions adopters. They recognized that state-of-the-art collaboration and communication capabilities for enhancing customer engagement and stakeholder communications are now a necessity and not a nicety. They also realized that the cloud is the best place for them to invest in such capabilities since it means minimal investment in equipment and letting experts sweat the complexities of staying current and managing resources efficiently.  

PureCloud as the name says really is pure cloud, and Interactive Intelligence is living up to its promise to ensure the footprint of the PureCloud services is global. 

Edited by Dominick Sorrentino