INDIANOPOLIS: Interactive Intelligence, a provider of cloud services, announces the optimization and advancement of its cloud services, PureCloud now with voice and video support on any WebRTC supported browser.
The PureCloud services are a set of stateless, independently load-balanced micro-services running atop Amazon Web Services (AWS), which enhance customer engagement functionality, enterprise collaboration and business communications capabilities. The new version of PureCloud includes features such as:
Optional Built-in Telco Service
PureCloud Voice is an optional Internet-based telephony service that offers per-minute calling plans. Customers can source toll-free numbers and DIDs directly from Interactive Intelligence, thus speeding deployment.
Twitter Monitoring and Routing
The PureCloud solution offers the ability to respond in real-time to social media posts that relate to brand, service, and product. It also enables customers to monitor Twitter posts in real-time, and route actionable items to a customer service representative for faster handling and response.
With the enhancement of PureCloud’s existing, modern Web-based user experience is the release of a new browser-based WebRTC softphone that extends voice and video support to any WebRTC-supported browser interface, regardless of the device.
The PureCloud solution extends skills-based routing by automatically expanding the agent selection pool if no agent with the necessary skills is available within a configurable amount of time. This ensures that customers are optimally matched to the right agent, while minimizing hold times.
The PureCloud enables the joint navigation of a customer and an agent accessing the same Web page at the same time to provide faster, more effective assistance.
Advanced Multimodal Interactions
Web chat functionality now enables agents to extend a customer Web chat into a video call that includes screen sharing, and all seamlessly within the same interaction for a more personal and engaging customer experience.
“It made sense for us to focus on PureCloud given the benefits of its next-generation cloud microservice architecture: from incredible reliability, to continuous new functionality,” says Jeff Planton, Chief Marketing Officer , Interactive Intelligence. “Plus, it offers unbelievable scalability -- up to 400 calls per second in each AWS region, which is the equivalent of supporting 1.5 to 2 million contact center agents.”