software as a service (saas)

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Innovation. Experience. Value. Since 1994 and with more than 3,000 customer organizations worldwide, Interactive Intelligence has delivered value to the contact center and enterprise with its scalable all-in-one platform and award-winning application suites. And repeatedly, we’ve shown how our innovative business communications technology provides: A lower total cost of ownership A faster return on investment Increased customer satisfaction We give you a choice Interactive Intelligence gives you the option of deploying a communications software platform on your site… or deploying a Software as a Service solution anchored from our secured data center site. VoIP or TDM. Your choice. With our SaaS applications, your organization gets complete communications capability to extend its business reach and improve its customer service with: No licensing agreements No additional personnel No maintenance costs | Deliberately Innovative Software as a Service (SaaS) Communication Services from Interactive Intelligence ® Flexible applications for communications... proven solutions for business We don’t take your communications strategies lightly… Keeping you front and center with your customers is critical. Our services are built to be agile, yet reliable and secure—for the strategies that drive your business. Interactive Intelligence’s technology and experience, no outsourcing or third-party software needed Rapid deployment by an Interactive Intelligence implementation team, plus a 120-day communications assessment Secured data center site, SAS-70 certified Flexible communications standards to fit your infrastructure: VoIP, TDM, or hybrid solutions Optionally move to an on-premise solution by purchasing the software and moving it to your location, without losing the applications you’ve been using Flexible functionality when you need it to meet your growing business needs “Hosted offerings will allow organizations to reduce costs, improve efficiencies, and support development solutions strategies that link their technology infrastructure.” 2008 Trends to Watch: Contact Center Markets and Technologies Datamonitor Knowledge Management Web Self-Service Email Response Management Interactive Voice Response (IVR) Multi-Channel Automated Call Distributor (ACD) Outbound Predictive Dialer Multi-channel Recording & Quality Monitoring (QM) Automated Notification Service (icNotify) Communication Disaster Recovery (DR) Internet PSTN ININ SaaS Remote Agents Company ABC Communications

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Page 1: Software as a Service (SaaS)

Innovation. Experience. Value. Since 1994 and with more than 3,000 customer organizations worldwide, Interactive Intelligence has delivered value to the contact center and enterprise with its scalable all-in-one platform and award-winning application suites. And repeatedly, we’ve shown how our innovative business communications technology provides:

• A lower total cost of ownership• A faster return on investment• Increased customer satisfaction

We give you a choiceInteractive Intelligence gives you the option of deploying a communications software platform on your site… or deploying a Software as a Service solution anchored from our secured data center site. VoIP or TDM. Your choice.

With our SaaS applications, your organization gets complete communications capability to extend its business reach and improve its customer service with:

• No licensing agreements• No additional personnel• No maintenance costs

| Deliberately Innovative

Software as a Service (SaaS) Communication Services from Interactive Intelligence®

Flexible applications for communications... proven solutions for business

We don’t take yourcommunications strategies lightly… Keeping you front and center with your customers is critical. Our services are built to be agile, yet reliable and secure—for the strategies that drive your business.

Interactive Intelligence’s technology and experience, no outsourcing or third-party software needed

Rapid deployment by an Interactive Intelligence implementation team, plus a 120-day communications assessment

Secured data center site, SAS-70 certified

Flexible communications standards to fit your infrastructure: VoIP, TDM, or hybrid solutions

Optionally move to an on-premise solution by purchasing the software and moving it to your location, without losing the applications you’ve been using

Flexible functionality when you need itto meet your growing business needs

“Hosted offerings will allow organizations to reduce costs, improve efficiencies, and support development solutions strategies that link their technology infrastructure.”

2008 Trends to Watch: Contact Center Markets and Technologies

Datamonitor

Knowledge Management

Web Self-Service

Email Response Management

Interactive Voice Response (IVR)

Multi-Channel Automated Call Distributor (ACD)

Outbound Predictive Dialer

Multi-channel Recording & Quality Monitoring (QM)

Automated Notification Service (icNotify)

Communication Disaster Recovery (DR)

Internet

PSTN

ININ SaaS

Remote AgentsCompany ABC

Communications

Page 2: Software as a Service (SaaS)

| Deliberately Innovative

Interactive Intelligence® provides the most innovative products and services available today for the contact center, enterprise IP telephony, and enterprise messaging.

Solutions that are modular in nature, built with proven, award-winning products that push the edge of technology to deliver a truly best-of-class offering.

At Interactive Intelligence, it’s what we do.

7601 Interactive Way Indianapolis, IN 46278 USA

www.inin.com© 2008 Interactive Intelligence, Inc. All rights reserved.

SaaS Communications Services

from Interactive Intelligence

Choose the precise services your business needsYou know your business better than anyone, and we know every business has different communication requirements. The Software as a Service offerings from Interactive Intelligence are structured as modular application solutions that allow your business to leverage services independently as needs dictate, or collectively as a “whole” solution. You choose.

Why leverage SaaS applications?No major capital expenditure: No need to purchase, manage and maintain your own equipment.

Scalability: Cost-effectively scale your solution as necessary to meet seasonal needs or growth requirements.

Predictable, manageable costs: Pay only for the capabilities you need and agents you have plugged in.

Reduced operational expenses: Centralized hosted model reduces operating costs, compared to housing and managing a solution in-house. IT staff can also focus on other solutions to drive your business forward.

Why utilize SaaS from Interactive Intelligence?• Reliable and redundant contact center applications• Reliable and redundant hardware• Experienced software and network engineers• Mature software development, implementation and testing processes• Sophisticated diagnostic and monitoring capabilities

Additional system features• Holiday scheduling• In queue voice mail/callback options• Web chat• Internal IM for coaching• Voice mail and faxes to SMTP address, unified

messaging• Customized local emergency routing• Ad hoc recording• Ad hoc conferencing

System management• System administration and system backups• Applications performance management• Fault isolation and resolution• Problem escalation• Capacity management

Configurable applications to meet specificneeds including the following:

• Outbound predictive dialing• Interaction recording and scoring• Automated outbound notifications• Disaster recovery services, including cost effective

back-up system

Automated call distributor (ACD)• Multi-channel skills-based routing• Priority queuing• In-queue customized messaging

Interactive voice response• Attendant-based, local• Local, database IVR • Routing based on DID and schedules• Daily or weekly database updates • Includes database dips

Supervisor functions• Real-time stats• Listen, record, coach, join• Configurable alerts• Escalation management• Scheduled reports of each type (daily, weekly,

monthly, yearly)

Software add-ons• Integration to popular CRM packages from Siebel/

Oracle, Salesforce.com, Microsoft, SAP and others (including screen pops and call controls)

Education• Computer Based Training (CBT) for call center agents• Computer Based Training (CBT) for supervisors• Online training subscription for administrators