Voicemail Replacement Featured Article
Interactive Intelligence's Messaging Interaction Center: The Ultimate Voicemail Replacement Solution
But with businesses increasingly gravitating to IP telephony and unified communications, standard voicemail is gradually becoming a thing of the past. Today, businesses are replacing their legacy voicemail systems with robust, full-featured unified messaging solutions that integrate voicemail, email, chat, IP fax and phone all on a single platform, thus enabling employees to communicate and collaborate using multiple channels without having to constantly switch applications.
With MIC, employees can retrieve voicemails, emails and faxes all from the same user interface on their PCs (or, with optional mobile client, from their mobile devices), bringing a new level of awareness and immediacy to all communications. The system, which can be integrated with Microsoft Exchange Server, IBM (News - Alert) Lotus Notes and or Sun iPlanet Mail Server (or all three simultaneously if needed), delivers an email-like interface, with all emails, IP faxes and voice message alerts displayed in the user’s “inbox.”
Messaging Interaction Center offers a level of scalability and flexibility that traditional voicemail systems cannot deliver. Because it is software-based, it is capable of supporting up to hundreds of thousands of mailboxes. This extreme scalability is important to organizations that plan to grow -- or which tend to scale up and down in size due to business cycles. One of the drawbacks of traditional voicemail systems is that they don’t scale easily -- very often a company has to buy a whole new system, or at least additional hardware, in order to support additional users. In addition, MIC can be readily deployed across multiple, geographically dispersed offices or locations.
Another huge advantage of MIC is its flexibility, both in terms of deployment and on-going administration: A company can integrate only those channels which it desires – for example, just voicemail and email – thus allowing it to tailor the solution to meet its exact needs. The system can be readily expanded to include additional channels -- and, because it is based on Interactive Intelligence’s SIP–based call routing platform, customers have a smooth migration path to the company’s flagship unified communications system, Customer Interaction Center (CIC), should they want to upgrade to a more full-featured unified communications system.
Perhaps more importantly, Web-based administration allows IT staff or managers to quickly and easily configure the system on a per-site or even per-user basis. This makes it simple to add/drop users or define access permissions for each user (or each department) based on business rules, corporate policy and/or an individual user’s specific needs. This flexibility and ease-of-use is important to organizations that don’t want to spend a lot of time and/or IT resources getting new employees set-up on the system (or removing former employees from the system) or modifying existing user accounts.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard