VoIP Business and Virtual PBX
Communication software

Interactive Intelligence Launches Interaction Edge Aimed at Enterprises

Today, global provider of unified IP business communications software and services, Interactive Intelligence Group released its newest product: Interaction Edge.

Combined gateway

Interaction Edge is a combined gateway, media server and SIP proxy appliance aimed at streamlining enterprise IP telephony deployments. That is, it provides gateway capabilities that allow connections between traditional trunk lines and voice over IP networks, during adding media server and SIP proxy capabilities in a single appliance.

"Following our overall product strategy of an all-in-one approach to communications infrastructure, Interaction Edge gives clients a single appliance to manage instead of multiple devices," said Staples. "Interaction Edge as well provides the advantages of hardware redundancy for disaster recovery and remote administration, making it ideal for distributed organizations, including those that use our cloud-based communications-as-a-service delivery model."

Furthermore, Interaction Edge was designed to work with Interactive Intelligence's all-in-one IP communications software suite, customer interaction center. This provides mid-size to large contact centers and enterprises with applications just as interactive voice response, automatic call distribution, multichannel recording, predictive dialing, and unified messaging, among others.

Lastly, for improved reliability and performance, the Interactive Intelligence media server offloads the CIC application server by handling all audio processing. For increased operational efficiencies and remote survivability, its SIP proxy effectively routes calls between servers in enterprise IP telephony environments.

CSG Systems International Inc., a market-leading business support solutions and services company, has unveiled the AgentHub solution to streamline contact center operations. Officials with CSG Systems International said the software empowers organizations to reduce operational complexity, increase efficiencies and drive more profitable customer interactions by using one comprehensive, cloud-based platform to unify customer interaction activities, channels, applications and agents. [ Read More ] 06/04/2012

Many call centers today, pursuant to this agreement pressure to keep costs low and increase their functionality and the quality of customer service they offer, are turning to unified IP-based call center platforms to accomplish their goals. Gerber Life Insurance Company, which provides juvenile life insurance and other financial product, has reportedly done both - reduced costs and improved customer service - as a result of deploying Interactive Intelligence Group, Inc.'s unified IP business communications software … [ Read More ] 06/04/2012

Desk.com has created a contact center solution that will enable communication in 39 languages and regional dialects. The feature, to be released June 6, will help agents communicate with clients in their preferred languages. With the new Desk.com multilingual support, calls will be routed to an agent who is fluent in the same language as the customer. [ Read More ] 06/04/2012

More information: Tmcnet
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