Interactive Intelligence and distribution/resale partner Amtel are campaigning to lift the vendor’s local profile on the back of the New Zealand launch of the Interaction Process Automation (IPA) software.
The application blends communication with business process automation to allow voice calls, texts, emails, web forms with customer enquiries, and web chats, to be routed to an appropriately-qualified staff member’s PC or phone. The person can be housed in the call centre, or in another part of the business.
It uses Interactive Intelligence’s routing engine to act in a similar way to a call centre’s automatic call distribution, to log, prioritise, distribute and escalate work that would otherwise be done manually or on paper in a business workflow. The workflow is set up by administrators using Interactive Intelligence’s interface.
IPA is sold separately to Interactive Intelligence’s contact centre and IP telephony platform.
The vendor launched IPA in the US a year ago and New Zealand is the first market outside the US to get the software.
Amtel general manager Colin Steeples says the challenge CIOs face when they recommend Interactive Intelligence, is that the heads of their companies aren’t as familiar with the company as they are with other major communications firms including Cisco, Avaya and Genesys.
Interactive Intelligence brought a spokesperson from its first US customer – online insurance company Accuquote – to the launch to promote the software.
Amtel is also working with resellers Datacom and Sietec to gain traction in the local market. Calltime Solutions also provides Interactive Intelligence technology locally.