Cloud Service Arrives in Europe

PureCloud Engage is now available in Europe.

The Interactive Intelligence customer engagement cloud service is now being delivered to businesses throughout Europe, from the Amazon Web Services’ (AWS) infrastructure region in Ireland. It was released in North America, Australia and New Zealand in June 2015.

The service was designed to help contact centres deliver more consistent outcomes and improve the customer and agent experience.

“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 Jon Paull, Head of Operations at Bulb, an early user of the service. “Equally important, we needed a service that would give us a competitive advantage in terms of capability and cost.”

The service offers omnichannel routing, speech-enabled interactive voice response, outbound campaign management, recording and quality management, reporting, customer relationship management integrations, and graphical scripting.

Planned features include the capability to automatically match customers and agents based on personality profiles, geolocation and automated learning, and also a feature that can enable customers to browse agent personality profiles to determine the best match then connect via the preferred communications channel.

Also available throughout Europe are new Interactive Intelligence cloud services for collaboration and unified communications.

“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,” said Richard Snow, Vice President and Research Director at Ventana Research. “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.”

For more information about Interactive Intelligence, visit their website.