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June 13, 2008

Interactive Intelligence Solutions Now Available in South Africa

By Greg Galitzine, Group Editorial Director

Having already launched and deployed version 3.0 of its Customer Interaction Center (CIC) and Vonexus Enterprise Interaction Center (Vonexus EIC) in North America, Interactive Intelligence (News - Alert) announced today it was making the latest version of its solutions available to South African contact centers and enterprises.
Version 3.0 of the company’s Customer Interaction Center (CIC) software addresses four major customer concerns:
  • Increased security;
  • Broader integration;
  • Simplified deployment; and
  • Enhanced mobility
“Interactive Intelligence has taken the key end-user concerns we hear every day and incorporated them into its latest software upgrade,” said senior analyst for Yankee Group (News - Alert), Ken Landoline. “Particularly for organizations migrating to IP, as well as large enterprises, this new software’s security and deployment enhancements are extremely beneficial.”
New security features will include support for sRTP (to secure the audio stream) and TLS (for securing packet headers). And, in the case of calls made to legacy endpoints that do not yet support sRTP, version 3.0 will offer a configurable alert that would notify call participants that their conversation might not be as secure as they might expect.
The latest versions of the Interactive Intelligence solutions include new integration to Microsoft (News - Alert) Office Communications Server (OCS) and Microsoft Exchange 2007 Unified Messaging. By embedding call control directly into popular Microsoft applications Interactive Intelligence is hoping enterprises will be able to make their employees more productive.
Other new and exciting features include auto-provisioning for Polycom (News - Alert) phones, automated service updates, and an improved Web version of the software’s desktop client.
Recognizing the fact that the mobile workforce is fastest growing segment of enterprise employees, and that mobile devices and networks are becoming more robust, having made tremendous strides in the past few years, Interactive Intelligence has also increased the mobile functionality in this latest release.
The new offerings also feature Microsoft Exchange calendar integration to its Interaction Mobile Office application, as well as novel speech recognition capabilities. Support for Windows Mobile 5.0 and 6.0 operating systems is designed to make the company’s IP telephony functionality accessible via mobile
CIC and Vonexus (News - Alert) EIC 3.0 are available through the company’s reseller channel in South Africa.
Greg Galitzine is editorial director of TMCnet. To read more of Greg’s articles, please visit his columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

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