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Frost & Sullivan applauds interactive intelligence for its disruptive cloud contact center solution set to dominate the market


PureCloud offers full-featured contact center and business communications services that are remarkably affordable, simple to deploy and highly scalable


Based on its recent analysis of the cloud contact center market, Frost & Sullivan recognizes Interactive Intelligence with the 2016 North American Frost & Sullivan Award for Visionary Innovation Leadership. A pioneer in cloud contact center solutions and a leader in customer care, Interactive Intelligence excels in terms of company culture, vision alignment, technological sophistication, a focus on unmet needs, growth performance and growth pipeline.


Interactive Intelligence was founded on a vision of providing unified customer engagement applications, and the company’s culture fosters the relentless pursuit of technical innovations. CEO Dr. Donald Brown and his team have enabled several “firsts” for the company. The development of a true next-gen cloud platform that is infinitely scalable, secure, reliable, flexible and feature rich is now a part of that list. PureCloud, launched in mid-2015, has seen such positive response from customers that it has become the company’s primary customer engagement offering.


PureCloud delivers rich customer engagement features for contact centers, including omnichannel routing, interactive voice response (IVR), real-time speech recognition, recording, quality monitoring, workforce optimization, reporting and analytics, and outbound dialing. It also includes unified communication (UC) and collaboration functionality such as IP private branch exchange (PBX) capabilities, voicemail, fax, audio and video conferencing, corporate directory, Web chat, desktop sharing, and content management.


“In effect, Interactive Intelligence has taken the experience amassed over two decades of customer contact, and re-envisioned how to easily and inexpensively enable companies to give their customers a superior service experience,” said Frost & Sullivan Principal Analyst Nancy Jamison. “The pricing of the new solution is also proving to be disruptive to the market.”


PureCloud is available as three services for customers. PureCloud Collaborate, offered as both a free and paid service ($9.99/user/month), includes persistent chat, presence, five-person audio/video conference, geolocations and content management. PureCloud Communicate (starting at $19.99/user/month) is a full-fledged PBX and UC service that includes the entire Collaborate feature-set. Finally, PureCloud Engage (starting at $69.99) is a complete contact center offering that includes the Collaborate and Communicate capabilities.


This modular structure enables customers to deploy full-fledged customer engagement features, or just the Collaborate or Communicate pieces. The decision to provision telco resources directly from Interactive Intelligence, an option called PureCloud Voice, is based on making it as fast and simple as possible for customers to deploy the service. Interactive Intelligence also offers customers month-to-month, pay-what-you-use terms, rather than annual contracts.


“Architected as a set of stateless, independently load-balanced microservices running atop the scalable Amazon Web Services Cloud, PureCloud enables new levels of reliability, security, and scalability,” Jamison said. “The solution integrates easily with third-party applications using REST APIs. To provision PureCloud, Interactive Intelligence simply deploys a virtual or physical Edge device for the customer that encapsulates all media server capabilities.”


A particularly innovative feature with PureCloud is the Edge device that provides local survivability. If an Internet connection goes down, the Edge continues to take calls, record, route calls and provide IVR functionality. When the connection goes back up, everything that occurred gets synced back up with Amazon so that nothing is lost.


“PureCloud addresses the entire market, delivering basic and sophisticated customer services without the costs associated with premise-based deployments,” Jamison said. “Even before PureCloud, Interactive Intelligence was rapidly ramping up cloud sales, but PureCloud has catalyzed both replacements of existing systems, as well as adoption by new customers.”


For its winning strategy behind the design of PureCloud and the resulting robust performance, Interactive Intelligence has earned Frost & Sullivan’s 2016 Visionary Innovation Leadership Award for Cloud Contact Centers. Each year, Frost & Sullivan presents this award to the company that has demonstrated the understanding to leverage global mega trends and integrate vision into processes to achieve strategic excellence. The award recognizes the efficacy of the recipient’s innovative process and the impact it has on business and society at large.



Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research.


To more info about Purecloud, click here.