Contact Center Solutions Featured Article

Interactive Intelligence Partners with VAR Communications Australia

April 13, 2011

IP business communications solutions provider Interactive Intelligence, has announced it has appointed Communications Australia, a Melbourne-based value-added reseller (VAR) as a new channel partner in the Australian market. The agreement will enable Interactive Intelligence to satisfy demand and support deployment of the company’s premise as well as cloud-based communications solutions in the Australian marketplace while simultaneously opening up major new business opportunities for Communications Australia.

Interactive Intelligence welcomes Communications' Australia's experience and reach into the Australian marketplace.

Said Brendan Maree, managing director for Australia, New Zealand and Pacific at Interactive Intelligence, “Communications Australia is a tier-one integrator and has multiple resources with nearly 30 years’ experience in the call center and telephony industries. The combination of its optimized business processes coupled with the company’s skills and national footprint in industry sectors ranging from resources and mining to financial services, healthcare, education and logistics, will provide Interactive Intelligence with the ability to effectively scale our national footprint.”

Through Communications Australia, Interactive Intelligence will be able to offer Australian organizations an enterprise-grade premise, as well as cloud-based contact center solution marketed as Communications-as-a-Service. This will provide mid-size to large contact center and enterprise organizations with all the advantages of a hosted solution, while at the same time providing the functionality, reliability, security and control of a premise-based solution.

Interactive Intelligence's solutions include a comprehensive set of on-demand services for contact center automation, such as interactive voice response (IVR), multichannel routing and recording, screen-pop, outbound/blended dialing offering all other dialing modes, quality monitoring, workforce management, desktop call control, desktop faxing, unified messaging, Web chat, post-call surveys, reporting and presence management.

Communications Australia partners with several unified communications vendors. As a result, it is well positioned to customize solutions for multimedia contact centers and provide hosted and managed services regardless of end user size or existing infrastructure. The addition of Interactive Intelligence as a partner, however, will broaden the company's offerings and enable it to meet the escalating demand for cloud-based contact center solutions.

“The contact center is a strategic asset for any customer-focused company,” said Mario Vecchio, CEO of Communications Australia. “However, until now, our business had been restricted to supporting Avaya and Siemens, which don’t offer cloud-based solutions. Interactive Intelligence is a great product with a superb feature set which fits perfectly with the needs of the Australian contact center market.

“At the same time, we believe that there will be a 30 per cent growth in demand for cloud-based contact center solution services in Australia over the next three years and Interactive Intelligence will help us to offer an independent contact center solution to support a range of platforms. We'll be able to pitch Interactive Intelligence to our existing customer base and to prospect organizations not currently using traditional contact center solutions. We are relishing the opportunity to take this advanced technology to market,” said Vecchio.

Interactive Intelligence supports its partners in Australia with dedicated channel management, pre-sales, marketing, professional services and post-sales customer support. Communications Australia has already passed through authorized Interactive Intelligence certification training.

“We’re experiencing tremendous success and momentum in the Australian market right now as the demand for communications as service is increasing significantly. We see our partnership with Communications Australia as a mutually rewarding opportunity from day one and we look forward to further developing this relationship,” said Maree.

Tracey Schelmetic is a contributing editor for ContactCenterSolutions. To read more of Tracey's articles, please visit her columnist page.

Edited by Janice McDuffee