Interactive Intelligence Group, a global provider of unified IP business communications solutions, has launched a new cloud-based communications-as-a-service solution for small contact centres.

The new solution, CaaS Small Centre, is designed for organisations with between 10 and 50 contact centre agents.

“The small contact centre market is underserved, with many organisations being required to compromise on functionality and settle for technology that’s less than optimal,” says Interactive Intelligence founder and chief executive Dr. Donald E. Brown.

“Based on our cloud platform in use by some of the most recognisable global companies, we designed CaaS Small Centre to give smaller contact centres a straightforward, cost-effective, feature-rich way to consistently deliver great service experiences to their customers.”

CaaS Small Centre offers the following benefits:

The product maturity of a reliable, secure, and feature-rich service offering based on an eighth-generation software platform developed over 18 years and proven by more than 5,000 global customers.

A simplified offering that reduces costs and streamlines management as a result of reduced demand on IT resources, easy to understand pricing and packaging, professional services that eliminate pricey customization projects, unified applications, and intuitive web-based interfaces.

Minimal risk through a free product test drive, a guarantee to be up and running within 15 business days, a dedicated implementation manager, and no long-term contract commitment.

Long-term investment protection with a platform that provides an easy upgrade path to CaaS editions that support the largest, most sophisticated global contact centres.

CaaS Small Centre offers a wide breadth of contact centre applications, including multichannel routing and queuing, interactive voice response, multichannel recording, supervision and reporting, quality management, real-time speech analytics, automated customer satisfaction surveys, and Salesforce integration.

CaaS Small Centre can also support business users with unified communications functionality, such as IP-PBX, presence management, unified messaging, desktop faxing, and conferencing.

For organisations with the strictest security and compliance demands, CaaS Small Centre offers industry certification at the corporate (SOX, ISO 9001, JITC), cloud services (SSAE-16, customer data isolation, proactive monitoring) and data centre levels.

CaaS Small Centre is available immediately throughout the U.S., with availability in Canada scheduled for the second half of the year. The service is offered through a dedicated Interactive Intelligence sales team.