ININ PureCloud Engage Contact Center Solution

ININ PureCloud Engage Contact Center

Brand: Interactive Intelligence
Product Code: ININ PureCloud Engage

Product Highlights

Service Availability Global
Time of the Day Routing YES
Location Based Routing YES
Multi-Channel Routing YES
Toll Free Number Availability YES
Email & SMS Blast NO
Instant Chat Support NO
ININ PureCloud Engage Contact Center Overview

The Cloud Contact Center Software provides the complete customer engagement solution to serve the needs of the customer and the company both. The Interactive Intelligent Cloud Contact Center is a product designed for mid-sized to large businesses. It mainly includes a range of features for multi-channel contact center management , unified communications and business process automation. Pure Cloud covers multi-channel communications coming from voice , email and chat. They also include interactive voice response (IVR) , quality management and supervisor and reporting features. PureCloud is available on month-on-month subscription basis.

The features are :-

- Simple pricing on month to month basis.

- A true cloud architecture that provides continuous improvements.

- A feature - rich solution for complete customer engagement

- Unparalleled reliability and disaster recovery.

- Amazon Web services elastic infrastructure with limitless capacity.

- IP telephony services like porting existing and adding new numbers.

- A modern web and mobile user experience.

- Lightning-fast deployment.


The functionality of PureCloud are :-

- Multichannel Routing

- Speech-enabled IVR

- Reporting & Analytics

- Workforce Optimization

- Outbound Campaigns

- CRM Integration

- Graphical Agent

- Social Channel

ININ PureCloud Engage Contact Center Licensing

Three License Options available:

ENGAGE 1

Omnichannel Interactions Management:

  • Web Agent Desktop
  • Voice
  • Wrap-up Codes

Routing:

  • Priority, FIFO Routing

IVR:

  • Speech-Enabled IVR

Outbound Campaigns:

  • Preview, Progressive
  • Campaign Management
  • Compliance
  • Default Inbound/Outbound Scripting

Workforce Optimization:

  • Voice Recording

Supervisor Function:

  • Listen, Assist, Agent Activation
  • Real-time Performance Views
  • Historical Metrics & Reports

Integeration:

  • 3rd Party REST API's
  • Unifed Communications Platforms
  • Packaged CRM Integrations


ENGAGE2

All ENGAGE1 features PLUS:

Omnichannel Interactions Management:

  • Web Chat, Email
  • Response Management
  • Call-back

Routing:

  • Skills-based Routing
  • Bull's-eye Routing
  • Response Management
  • Media Type Prioritization

IVR:

  • Secure IVR

Outbound Campaigns:

  • Custom Inbound/Outbound Scripting
  • Script Designer
  • Agentless, Power, Predictive
  • Inbound/Outbound Blending

Workforce Optimization:

  • Quality Evaluations
  • Omnichannel Recording
  • Workforce Management

Supervisor Function:

  • iPad App

Integeration:

  • PureCloud Public REST API

ENGAGE3

All ENGAGE2 features, PLUS

  • Omnichannel Interactions Management:
  • Social Channel Management
  • SMS
  • Video Customer Service
  • Co-browsing

VR:

  • External VXML Application Support

Outbound Campaigns:

  • Custom Inbound/Outbound Scripting
  • Script Designer
  • Agentless, Power, Predictive
  • Inbound/Outbound Blending

Workforce Optimization:

  • Satisfaction Surveys
  • Speech Analytics


ININ PureCloud Engage Contact Center Competitive Comparision
ININ PureCloud Engage Contact Center

ININ PureCloud Engage Contact Center

8x8 Cloud Contact Center

8x8 Cloud Contact Center

Five9 Virtual Call Center

Five9 Virtual Call Center

Advance Features
Service Availability Global Global Specific Countries
Key Customers CocoCola, Khol's, Motorola, Sony, Carmax McDonald's, Regus, ShimaNO, AllState Citrix, Netsuite, American Support, Siemens
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing
Multi-Channel Routing
Multi-Channel Interfaces Voice, Webchat, Email, SMS, Video, Co-Browse Voice, Email, Chat Voice, Chat, Email, Social, Video
Supervisor-Agent-Customer Conference
ININ PureCloud Engage Contact Center Specifications
Provider Info
Service Availability: Global
Customers
Key Customers: CocoCola, Khol's, Motorola, Sony, Carmax
Inbound Contact Center
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing
Multi-Channel Routing
Multi-Channel Interfaces: Voice, Webchat, Email, SMS, Video, Co-Browse
Supervisor-Agent-Customer Conference
Customer Voicemail/Call Back: Callback
Supervisor Coach: Whisper
Toll Free Number Availability
Music on Hold
Show More
Outbound Contact Center
Outbound Type: Preview & Progressive
Campaign & List Management
Inbound/Outbound Blending
Data/Contact Import
Interactive Voice Response
Personalised IVR
Multi-Level IVR
Estimated Wait Time Announcement
Speech Recognition/ASR: Speech IVR
Visual Call-Flow Designer
Customer Survey/Feedback
Workforce Optimization
Call Recording
Quality Evaluations
Speech Analytics: Roadmap
Management & Reporting
Real-Time Dashboard
Standard Real Time/ Historical Reports
Agent Desktop: Web based
Off-the-Shelf Integrations
Microsoft Dynamics
Salesforce CRM
Zendesk
Other Integrations: Oracle Service Cloud, Pureinsights
3rd Party REST API's: REST API
Support
24X7 Support: 24X7 Voice Support (Serverity 1)
Phone Support
Email Support
Support SLA
Online Ticket Management
ININ PureCloud Engage Contact Center Reviews

ININ PureCloud Engage Contact Center Solution

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