Telecom’s ICT services division Gen-i has partnered with Interactive Intelligence Group to offer the latter’s contact centre suite Customer Interaction Center (CIC) as a fully managed on-premise or cloud solution for the NZ market.
The service solution can be integrated with Microsoft Lync or delivered over the customer’s existing platform. Gen-i can also integrate CIC with its Voice Connect service for clients.
CIC provides multichannel contact centre, unified communications, and business process automation capability. Applications include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialing, workforce management, real-time speech analytics, and customer feedback management.
“As the ‘shop window’ for many organisations, contact centres are business critical but they can also be complex and costly to run. Our new fully managed cloud solution removes a lot of the cost and complexity, while also improving the experience our clients can give their customers through cutting edge applications like real time speech analytics.”
“The ability to also integrate the contact centre with Microsoft Lync and Voice Connect means our customers can address the contact centre as part of a broader digital transformation strategy,” said Gen-i’s head of collaboration Leanne Buer.
Gen-i is currently delivering fully managed hosted and on-premise CIC options and will be transitioning clients to the fully scalable cloud contact centre solution early in the new financial year. Gen-i’s CIC solution is hosted by sister company Revera.
Interactive Intelligence’s VP ANZ and Japan, Brendan Maree said, “Our proven and practical solutions, combined with Gen-i’s reputation for understanding not just technology, but how to best design and configure it to align with strategic business objectives, makes this a truly value-added partnership.
“New Zealand enterprises looking to leverage the CIC solution will benefit from the considerable expertise and support Gen-i can provide across both telco and IT aspects of the contact centre.”