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Interactive Intelligence offers cloud-based solution to contact centers in Saudi Arabia

Saudi Arabia: Wednesday, December 14 - 2011 @ 12:55

At the IDC summit held in Jeddah last October, 34% of Saudi organizations showed intentions of migrating services to the cloud, with companies from the telco and banking sectors expressing the greatest interest. In a move to capitalize on this growing trend, Interactive Intelligence has signed a partnership agreement with Emerging Technology – Saudi Arabia, a premier provider of end-to-end enterprise communications in Saudi Arabia, and is already providing the partner-owned cloud solution to the Ministry of Labour.

“Communications is following the more general trend of cloud computing,” said Abdul Nasser Bangcola, country manager for Saudi Arabia at Interactive Intelligence.

“As proof of this, over the last four quarters alone our cloud-related revenue grew 55% compared to the same period a year ago. Driving this growth has been our customers’ needs for lower up-front capital expenditures, faster deployment, and a more flexible ‘pay-as-you-go’ purchasing model.”

Interactive Intelligence offers two main lines of on-demand communications services:
- Cloud Contact Center (CCC) which is a comprehensive set of on-demand services for contact center automation. This service includes Interactive Voice Response (IVR), Automatic Call Distributor (ACD), call recording, multimedia routing (email and text chat), predictive and preview dialing, and screen pop integration. Business users can benefit from features such as desktop call control, presence, unified messaging, and desktop faxing.
- Cloud Notifications which uses Interactive Intelligence telco trunks to provide outbound notifications for appointment reminders, emergency notifications etc.

In addition, the Interactive Intelligence cloud solutions can be deployed in one of three ways:Local Control VoIP Model, Remote Control VoIP Model and Remote Control TDM Model. These offerings allow customers to either retain a significant portion of their existing IP infrastructure or to completely migrate to the cloud-based service without the need to purchase any new telephony equipment.

Of these solutions, the Local Control VoIP Model is unique in that it offers the greatest degree of local control. It allows customers to retain their existing telco trunks and their own gateways, proxy/media servers and IP phones. Only the Customer Interaction Center (CIC) server is located as a virtual machine at the data center.

This means that voice traffic remains on the customer’s network and that all recordings and data are stored locally. New features in the proxy/media server allow customers to continue to make, receive, queue and route calls even in the unlikely event that the Interactive Intelligence service is unavailable.

“With no capital investment and lower operational expenses compared to a premise-based communications system, it is no surprise why the cloud offering is such an inviting alternative. But our solution offers more than just cost-savings. With a single integrated suite of applications, it delivers more functionality, and offers more flexibility than most premise-based systems are capable of,” said Bangcola.

“By opting for the Local Control VoIP model, customers essentially get the best of both worlds- an on-demand subscription model and the benifits of an on-premise contact center system. Organizations now want to take the key decisions in matters of infrastructure design and administration, and through our various deployment models, we enable them to do just that.”

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Wednesday, December 14- 2011 @ 12:55 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.

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