Omnichannel routing, interactive voice response, real-time speech analytics and workforce optimisation on offer
Capita IT Enterprise Services has signed a Gold Partner agreement with Interactive Intelligence Group, a provider of cloud services for customer engagement, communications and collaboration in contact centres.
With the agreement, Capita is fully accredited to sell, service and support Interactive Intelligence solutions, which include on-premises, cloud and hybrid deployment options.
“The Interactive Intelligence solutions strengthen our contact centre product portfolio, as their products are rich in functionality and flexibility, which will enable us to improve service, reduce costs, and increase operational efficiencies and performance for our customers,” said Capita CCT managing director Martin Jakobsen.
The Interactive Intelligence offering gives contact centres a broad and deep feature-set, including omnichannel routing, interactive voice response, real-time speech analytics, reporting, quality monitoring, workforce optimisation, outbound dialling, customer feedback surveys, business process automation and unified communications.
“Capita is an ideal partner to extend our award-winning products to new markets, while offering a comprehensive set of value-added services delivered by an incredibly experienced and skilled staff,” said Interactive Intelligence channel development director John Bell.