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News : Gen-i Partners to Offer Cloud Contact Centre Solution
March 31, 2014 -- Telecom’s ICT services division Gen-i has partnered with Interactive Intelligence Group to offer the latter’s contact centre suite Customer Interaction Center (CIC) as a fully managed on-premise or cloud solution for the NZ market.
The service solution can be 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.
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.
"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," said Gen-i’s head of collaboration Leanne Buer.
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.
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
Published: Tuesday, April 1, 2014