Cloud-based Contact Center Solutions

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The cloud-based Communications as a Service (CaaS) offerings from Interactive Intelligence emanate from the same multichannel application suite trusted in contact centers around the world for nearly two decades.

For your contact center, our hosted CaaS Contact Center extends the same proven solution — scalable, flexible, with more application functionality than most on-premise systems are capable of.

Positive ROI from the start
With CaaS Contact Center services, you pay only for the capabilities you need and the agents, supervisors and business users you equip. Monthly costs are predictable and easy to budget, with minimal (or no) capital expenditures and far less IT overhead than on-premise data centers require.

That way, your ROI starts positively and stays high, since there are no up-front costs for on-premise equipment, and no unending maintenance and operational costs to diminish your return.

Full-service CaaS offerings
CaaS Contact Center improves operational performance with IVR, ACD, automated dialing, call recording, workforce management (WFM), screen pop integration and the multichannel routing of e-mail and web chat. Agents and supervisors also improve service levels with desktop call control, desktop faxing, and real-time presence and monitoring.

Outbound Dialing Services give you preview, power, predictive and agentless dialing, with full scripting, to support all outbound campaign needs. Automated inbound/outbound blended dialing also drives outbound pacing according to inbound traffic, allowing you to make agents more efficient when inbound traffic decreases.

CaaS Business Users, offered in conjunction with CaaS Contact Center, lets your contact center add business user applications for enterprise employees, all via your deployed CaaS solution.

Scale as needed — in-center or remote
No matter the size of your operations and the number of agents and users, the CaaS Contact Center lets you easily add users as needed and incorporate work-at-home agents, mobile workers, and remote sites. Or scale your solution up and then back down, on demand, to meet seasonal needs and peak interaction volumes.

Choose your services control model
The CaaS Contact Center offering takes full advantage of the SIP-architected platform technology from Interactive Intelligence, --resulting in a powerful platform for cost-effective services delivery and control using voice over IP (VoIP) and a MultiProtocol Label Switching (MPLS) network. And with three flexible deployment models, you get choices other CaaS vendors don't provide.

Local Control VoIP Model - Keep your organization’s current telco circuits, connect to the hardened Interactive Intelligence data center via MPLS, configure “on-premise” hardware such as gateways, proxy/media servers, and equip agents and other users with IP phones or soft phones.

Remote Control VoIP Model - Route calls via telco circuits terminated at the Interactive Intelligence data center, and equip agents to handle calls using IP phones or soft phones connected over an MPLS network.

Remote Control TDM Model - Route calls via telco circuits terminated at the Interactive Intelligence data center. Agent connection calls are routed over the Public Switch Telephone Network (PSTN) to your existing PBX, no new equipment required.

Key Benefits

  • Local control over your valuable data, decreasing security risks
  • Increased flexibility to configure and modify call flows, IVR flows and interaction processes
  • Advanced contact center features that include call recording, real-time monitoring, outbound dialing and workforce management
  • Deployment models designed to provide survivability and the highest reliability
  • Predictable monthly payments with minimal, or no, capital expenditures, designed to maximize ROI
  • Flexible deployment models, with an option to migrate your cloud-based solution to your own site at any time, in one easy step, without incurring downtime or losing your applications

 

Comm3 is in the business of connecting people though integrated Voice, Data, and Video Business Communication Technologies.

Comm3 designs, implements and supports communication solutions that deliver superior productivity, better profitability and improved efficiency. Comm3’s seasoned team assesses your specific business needs, custom-builds the network solution designed around the way you operate your business, and backs our product with custom training and 24/7 support. That’s the Comm3 way.


Get a custom-fit network solution that makes you feel there without going there.

Comm3 offers a Voice over IP telephony platform as reliable and flexible as it is easy to deploy, manage, and use. With Comm3, you can rely on state-of-the-art systems that bring unified communications, IP phone systems, HD video, wireless security, contact center, and mobility solutions together with plug-and-play simplicity to meet your every need. Comm3’s complete custom communications solutions rely on partnerships with global market-leading manufacturers including ShoreTel, LifeSize, Motorola, Vidyo, PowerDsine, Brocade, Interactive Intelligence, and Toshiba.