Gen-i, Interactive Intelligence to transform contact centres
Gen-i and Interactive Intelligence partner to
transform contact centres
New cloud
solution provides for full outsourcing of contact centre
technologies
Auckland, 31 March 2014
- Telecom’s ICT services division Gen-i and
Interactive Intelligence Group Inc. (Nasdaq: ININ) have
partnered to bring the first fully monitored, managed and
integrated cloud contact centre solutions into the New
Zealand market.
This means Gen-i clients can now fully outsource the technology solutions they need to deliver highly personalised service to their customers, freeing up both people and capital.
Interactive Intelligence is a global leader in software and services specifically designed to improve the customer experience. Their all-in-one contact centre suite Customer Interaction Center™ (CIC) integrates across applications and systems to increase efficiency, achieve time and cost savings and improve an organisation’s ability to connect and engage effectively with their customers.
Through partnership with Interactive Intelligence, Gen-i will offer CIC as a fully managed on-premise or cloud solution, integrated with Microsoft® Lync™ or delivered over the customer’s existing platform. Gen-i can also integrate CIC with its Voice Connect service for clients looking to fast-track their journey to a digital environment.
Gen-i Head of Collaboration Leanne Buer says the partnership with Interactive Intelligence enables Gen-i to bring world class contact centre solutions to the New Zealand market, enhanced by quality local support.
“As the ‘shop window’ for many organisations, contact centres are business critical but they can also be complex and costly to run. Our new fully managed cloud solution removes a lot of the cost and complexity, while also improving the experience our clients can give their customers through cutting edge applications like real time speech analytics.”
“The ability to also integrate the contact centre with Microsoft® Lync™ and Voice Connect means our customers can address the contact centre as part of a broader digital transformation strategy.”
Interactive Intelligence Vice President Australia, New Zealand and Japan, Brendan Maree said: “Our proven and practical solutions, combined with Gen-i’s reputation for understanding not just technology, but how to best design and configure it to align with strategic business objectives, makes this a truly value-added partnership. New Zealand enterprises looking to leverage the CIC solution will benefit from the considerable expertise and support Gen-i can provide across both telco and IT aspects of the contact centre.”
Gen-i is currently delivering fully managed hosted and on-premise CIC options and will be transitioning clients to the fully scalable cloud contact centre solution early in the new financial year. Gen-i’s CIC solution is hosted by sister company Revera.
CIC provides multichannel contact centre, unified communications, and business process automation capability. Applications include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialing, workforce management, real-time speech analytics, and customer feedback management.
Interactive Intelligence first received Lync Qualification for CIC interoperability in 2010. Last month, CIC achieved Lync 2013 Qualification in the contact centre category demonstrating interoperability with Microsoft® Lync™ Server 2013.
ENDS
About Interactive
Intelligence
Interactive Intelligence Group Inc.
(Nasdaq: ININ) is a global provider of contact centre,
unified communications, and business process automation
software and services designed to improve the customer
experience. The company’s solutions, which can be deployed
via the cloud or on-premises, are ideal for industries such
as financial services, insurance, outsourcers, collections
and utilities. Interactive Intelligence was founded in 1994
and has more than 5,000 customers worldwide. The company is
among Software Magazine’s 2013 Top 500 Global Software and
Service Providers, and has received a Frost & Sullivan
Company of the Year Award for the last four consecutive
years. In addition, Glassdoor honored Interactive
Intelligence with its 2014 Employees’ Choice Award as one
of the Best Places to Work in the U.S., and Mashable ranked
Interactive Intelligence second on its 2014 list of the
Seven Best Tech Companies to Work For. Interactive
Intelligence employs more than 1,800 people and is
headquartered in Indianapolis, Indiana. The company has
offices throughout North America, Latin America, Europe,
Middle East, Africa and Asia Pacific. Interactive
Intelligence can be reached at +61 2 8918 4878
orinfo_aunz@inin.com; on the Net: www.inin.com/au-nz ; on
Twitter at www.inin.com/twitter; on Facebook at
www.inin.com/facebook or on LinkedIn at
www.inin.com/linkedin
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
ENDS