While contact centers typically are the first line of communications with customers, small- and medium-sized businesses (SMBs) typically have not had available to them all of the customer interaction capabilities of large contact centers. To meet the need, Interactive Intelligence has released the CaaS Small Center, a cloud-based solution designed to give organizations with 10 to 50 agents more sophisticated contact center functionality in a hosted format.
CaaS Small Center, available via the company’s agents and resellers, offers SMBs a range of contact center applications, including multichannel routing and queuing, interactive voice response, multichannel recording, supervision and reporting, quality management, real-time speech analytics, automated customer satisfaction surveys and Salesforce.com integration. It also supports a broad array of unified communications (UC) capabilities and meets the strictest security and compliance requirements, the company said.
“Because it is cloud-based, CaaS Small Center gives SMBs a simplified offering that reduces costs and streamlines management as a result of reduced demand on IT resources,” the company said. “It means being able to move CapEx to OpEx enabling SMBs to pay as you go and grow. Interactive Intelligence has made it easy to see why CaaS Small Center is right for your company.”
Through its channel partners, Interactive Intelligence also offers enterprise IP telephony, enterprise messaging, self-service automation and SIP-supported VoIP.
