Interactive Intelligence (News - Alert), a global provider of unified business communications solutions for contact center automation, enterprise IP telephony and enterprise messaging, has developed an innovative all-in-one IP communication software suite.
This suite is designed to be scalable and standards-based, offering single platform architecture with inherent multi-channel processing to effectively deliver comprehensive applications without the cost and complexity inherent with multi-point vendors.
The challenge for Interactive Intelligence is that its all-in-one communications software suite relies on media gateway technology designed to meet precise business needs for TDM, IP or hybrid convergence.
Generic third-party gateway products were initially used to interconnect this suite with circuit-based PSTN networks and TDM-based equipment. The problem with this reliance is that third-party providers often created strategic, operational and performance problems, while also offering limited product differentiation and lacking critical features and functions.
To become more productive and avoid these problems, Interactive Intelligence determined that it needed to design and provide its own custom media gateway tightly integrated with its software suite. The next critical step was to qualify a supplier that could offer the exact enabling technology now and in the future.
The new product, Interaction Gateway (News
), was designed to provide worldwide network connectivity. A preferred supplier would need to be able to offer broader integration possibilities than what had been available with third-party gateways. The product also required industry standard audio processing functions and other extended features.
To optimize outbound dialer performance, the gateway framework also had to differentiate between live caller, answering machine, fax machine, busy signal, and any other call detection situation, including differentiation among SIT tones. In addition, network interfaces and termination needed to be software selectable to ensure global versatility.
What could be considered perfect timing, Aculab (News
) had recently introduced a new, next-generation Prosody X architecture and comprehensive feature set to the telephony market. The new Prosody X is designed as a rich media processing platform for IP applications with optional IP-to TDM
gateway functionality, making it an ideal choice.
Interaction Gateway was successfully launched in 2007 and today provides a powerful TDM-SIP gateway when integrated with the Interactive Intelligence all-in-one communications software suite, which includes both its Customer Interaction Centerproduct for contact centre automation, and its Vonexus (News - Alert) Enterprise Interaction Center product for enterprise IP telephony.
“Interactive Intelligence was founded to help businesses succeed by giving them the most innovative communications technologies to maximise productivity and most effectively serve customers,” said Interactive Intelligence president and CEO, Dr. Donald E. Brown, in a company statement. “Aculab has helped us deliver on our mission by understanding our focus and listening carefully to our requirements.”
“The IP-centric architecture of its Prosody X, together with its proven global TDM signalling options, have also ensured that we can continue to meet the needs of a diverse and ever-changing worldwide customer base. We intend to continue leveraging Prosody X for our entire all-in-one communications software suite to give customers the kind of value they’ve come to expect,” Brown added.
Prosody X was able to effectively provide all the necessary voice and fax media processing functions and configuration options to enable Interactive Intelligence to meet its demanding system specifications.
Aculab was able to deliver tailored software development and technical support that was necessary for the new gateway to set it apart as a key supplier of advanced, DSP-based media processing and signalling technology. As strong partnerships are critical in a complex marketplace, Aculab stands ready to invest with partners to add value to their products.