By now you must have read some of the very positive analyst comments on Interactive Intelligence’s (ININ) Partner and Analyst conference in San Antonio, TX on October 11-13th. What was most impressive to attendees is how well-structured ININ’s contact center software applications were to cover both traditional call center and future UC business application needs. What caught my attention, however, was the successful push that ININ was making in the hosted services market, they refer to as CaaS or Communications as a Service.
The idea is now new, but ININ has taken the lead in making CaaS offerings more flexible in order to overcome the concerns of organizations that don’t know enough (yet) about whether they want to end up with a hosted service or take full responsibility for support with their internal IT staff. Given that customer interactions applications are moving into the new UC domain of “multimodal communications,” there is little experience available to make such a decision yet. So, the obvious approach is to “try before buy” with minimum cost and maximum flexibility. What ININ has cleverly come up with is the option to start with a hosted service but switch to other support alternatives based on actual experience with the specific UC applications involved.
Not surprisingly, ININ reports tremendous interest in their CaaS offering for contact center applications, particularly since they have gone out of their way to allow business organizations to retain local control over their telephony communications activities (CaaS with Local Control).
In terms of other contact center UC application functions, those are still evolving slowly but steadily, but will benefit from ININ’s “”all in one” platform philosophy for cost efficient integrations. Their approach is being enthusiastically supported by their business partners who are focused on helping customize different organizational needs for both inbound and outbound multimodal customer UC interactions. I am waiting to see them support the needs of consumers who will be using mobile smartphones!