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Interactive Intelligence to demonstrate its unique Customer Interaction Center® (CIC) solution

Interactive Intelligence Middle East, the regional arm of Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, is exhibiting at the Middle East Call Centre (MECC) 2011 conference and exhibition.

The company will be demonstrating its award-winning Customer Interaction Center® (CIC) solution, an all-in-one application suite to manage all contact center interactions on one platform architected for SIP and voice over IP (VoIP). The solution is standards-based with inherent multichannel processing to deliver comprehensive applications minus the cost and complexity introduced by multipoint products.

CIC handles all types of communications including phone calls, web chats, faxes and email, for all business users, agents and, supervisors. Workforce performance and customer service become highly consistent with features that bridge the gap between location and technology, allowing customers to take advantage of every aspect of unified communications and interaction management.

“VoIP/IP technology has transformed the way organizations are handling communications across the world, and the Middle East region is no different even with its sometimes strict regulatory stance. VoIP/IP promises significant cost savings and improved levels of efficiency for all organizations embracing the technology. The call center functionality within organizations is one of the first areas to have realized the advantages of VoIP including its ability to support agents regardless of their physical location.

A large number of Middle East call centers have now invested in IP based technology or are about to make the switch/commitment. Interactive Intelligence is perfectly poised to address the market demand as our software-based IP contact center solution provides a strong alternative to hardware-centric, multi-point systems”, said Mr. Shaheen Haque, Interactive Intelligence territory manager for Turkey and Middle East.

Interactive Intelligence will also be demonstrating its communications-based process automation solution, Interaction Process Automation™ (IPA) at MECC. IPA is an all-in-one Communications Based Process Automation (CBPA) solution that moves beyond just “enabling” communications within applications or business process management suites. IPA becomes the process automation platform for the company, orchestrating processes across people, departments, and existing core business applications. Because it was built on top of the Customer Interaction Center (CIC), it leverages proven communications technology that has been in use for years in contact centers around the world.

MECC 2011, one of the leading call center events in the Middle East, takes place 31 May -1 June at the Crowne Plaza Hotel in Dubai. Interactive Intelligence is exhibiting at booth E2.

Founded in 1994 and backed by more than 4,000 customers worldwide, Interactive Intelligence is profitable and debt free with annual 2010 revenues of $166.3 million (AED 607 million). Among its hundreds of awards and recognitions, the company was placed in the Contact Center Leaders Quadrant by Gartner (February 2010), and was recognized by Frost and Sullivan as a 2010 “Technology Company of the Year.” Other accolades include being featured among Software Magazine’s 2010 “Global Top 500 Software and Services Companies,” and Forbes Magazine’s 2010 “100 Best Small Companies in America.”

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