Friday, 18 July 2014 09:52

Interactive Intelligence PureCloud arriving in January


Contact centre and unified communications vendor Interactive Intelligence plans to bring its PureCloud service to Australia in January 2015.

Interactive Intelligence currently offers its contact centre and unified communications products for on-premises use and as single-tenanted SaaS. According to vice president for Japan, Australia and New Zealand Brendan Maree, around 95% of customers currently combine both in a hybrid model.

The company recently announced its forthcoming PureCloud service, which will include IP PBX, unified communications, automatic call distribution, IVR, call recording, workforce optimisation and other features required by call centres.

An organisation using PureCloud will have the option of installing an edge device in its own network to keep voice traffic local.

PureCloud is scheduled for general availability in 4Q14 in the US, where it runs on Amazon Web Services.

Australia and New Zealand will be among the first countries outside the US to be offered PureCloud, with the local launch planned for January 2015, Mr Maree said. He stressed that PureCloud is an extension to the Interactive Intelligence range, one that would allow the company to serve customers requiring as few as five and as many as 10,000 seats.

Mr Maree said it had been "challenging" for Interactive Intelligence to compete with emerging players aiming at the small end of the market, as the company's hosted model was geared to organisations requiring 25 seats or more.

The large proportion of small businesses in Australia - and other geographical markets - could not be addressed economically by Interactive Intelligence's on-premises or hosted products. But PureCloud means the company will be able to spin up a new contact centre for a client requiring as few as five or 10 seats in a matter of minutes.

"We're already seeing [new cloud and as-a-service providers] making inroads here in Australia and around the world," said Mr Maree, who sees PureCloud as a way of keeping Interactive Intelligence ahead of those new entrants.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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