Contact Center Solutions Featured Article

Interactive Intelligence PureCloud Service Available Throughout Europe

October 01, 2015

For frequent visitors to this site, you know we have been keeping tabs on the rollout of Interactive Intelligence’s AWS-based multi-tenet PureCloud solution including regions served and new capabilities.  Once again right on schedule, Interactive Intelligence has announced that PureCloud, with the addition of its latest customer engagement cloud service, PureCloud Engage, is now available throughout Europe.

“I believe that cloud services such as PureCloud Engage? are the future because they address key company objectives: more manageable costs; less demand for in-house, highly skilled IT resources; faster deployment; quicker delivery of business benefits; and the ability to innovate in customer engagement”

PureCloud Engage, which was released in North America, Australia and New Zealand in June, is being delivered to businesses throughout Europe from the Amazon Web Services’ (AWS) infrastructure region in Dublin, Ireland. For those not familiar, PureCloud Engage, is a cloud service for contact centers that enables:

  • Multichannel routing
  • Speech-enabled interactive voice response
  • Outbound campaign management
  • Multichannel recording and quality management
  • Reporting
  • Customer relationship management (CRM) integration
  • Graphical scripting


The service is targeted at SMBs with up to 100 agents, but is expected to support 1,000 agents next year and up to 10,000 agents going forward. In fact, it has already gained considerable interest from larger enterprises looking to move their contact center capabilities to the cloud.

It should also be noted that Interactive Intelligence has on its roadmap features that include a unique capability that automatically matches customers and agents based on personality profiles, geolocation and automated learning. Also planned is a feature that enables customers to browse agent personality profiles to determine the best match then connect via the preferred communications channel.

As noted in the announcement of European availability, early PureCloud Engage customers include Bulb, a new U.K.-based 100 percent renewable electricity and gas supplier. “Our mission is to provide the best service in the industry, so we needed a cloud service that was scalable, reliable, and one that we could get up and running fast,” said Bulb’s Head of Operations Jon Paull. “Equally important, we needed a service that would give us a competitive advantage in terms of capability and cost.

“We chose PureCloud Engage because it met these requirements and we were confident that its solid technology roadmap and flexible platform would enable us to deliver an outstanding, digitally-led member experience.

“PureCloud Engage has not let us down. The Interactive Intelligence team had us up and running within a week. They gave us onsite support with telco connectivity and full IVR, ACD, recording, reporting and SIP soft phone capabilities. In addition, we love the fact that Engage offers cross-platform functionality so we can support our mix of Mac and Windows users,” concluded Paull.

 “I believe that cloud services such as PureCloud Engage are the future because they address key company objectives: more manageable costs; less demand for in-house, highly skilled IT resources; faster deployment; quicker delivery of business benefits; and the ability to innovate in customer engagement,” said Ventana Research Vice President and Research Director Richard Snow.

Also available throughout Europe are new Interactive Intelligence cloud services for collaboration and unified communications. And, as Interactive Intelligence explains, the new PureCloud services offer enhanced real-time enterprise collaboration, integrated content management, sophisticated IP PBX capabilities, support for multiple voice, video and mobile endpoints, and remote survivability.

 “Our research finds that one of the biggest challenges companies face in trying to improve customer engagement is the number of employees involved in handling customer interactions,” Snow said. “It also shows that in an effort to overcome this challenge, companies are planning to deploy ‘mobile-first’ communications and collaboration applications. The PureCloud platform fills this need by offering a single solution for engagement, UC and collaboration functionality.”

The PureCloud services are being offered by Interactive Intelligence channel partners and the company’s direct salesforce.

Interactive Intelligence has been a leader in introducing customer engagement functionality to the market —premises-based, cloud and hybrid—that enable enterprises of all sizes the opportunity to deploy and migrate to next generation capabilities based on their unique requirements. This is highlighted in the continuing evolution of PureCloud as more and more organizations look to the cloud as the preferred way to engage customers and maximize customer care effectiveness and efficiency.   

Edited by Kyle Piscioniere