PureConnect is The Latest Version of a Product With Long History

Interactive Intelligence built Customer Interaction Centre (CIC) and Communicator as a Service (CaaS) to last, as a truly integrated platform where you can seamlessly move between features and data about customer experiences is shared. Interactive constantly innovated in telephony features like IP PBX and SIP, and with vertical applications for insurance and medical customers.

In 2012 Interactive saw the future of cloud-based applications and also began work on the PureCloud initiative, integrating cloud microservices as options in CIC and CaaS that are now available in PureConnect.

When Genesys purchased Interactive in 2016 we saw a great opportunity for CIC and CaaS going forward, and we’re spending millions on new feature development. PureConnect holds a valuable position in the Genesys portfolio and we’re planning a future filled with innovative features.

  • Gartner Magic Quadrant for Contact Centre Infrastructure
  • Multi-channel Interaction Queues
  • Workforce Management
  • Video Chat and Screensharing
  • Decisions - Contact Centre Strategic Planning
  • Gartner Magic Quadrant
  • PureCloud Collaboration Groups with rules-based updating
  • Gartner Magic Quadrant
  • Real-time Speech Analytics
  • Mobile Customer Service App for iOS
  • PureCloud Collaborate
  • Gartner Magic Quadrant
  • ARM Vertical Solution
  • Gartner Magic Quadrant
  • Insurance Vertical Solution - Call Centre and Document Workflow
  • (Industry First!) Communication-based Process Automation
  • Gartner Magic Quadrant
  • CaaS - Single-Tenant Cloud Contact Centre hosting for CIC (same code base!)
  • Automated Post-Call Surveys
  • (Industry First!) Status Sync with Microsoft Lync
  • SIP Based Multi-Site Dialler
  • Workforce Management
  • (Industry First!) SIP Based Predictive Dialler
  • Interaction Tracking
  • Screen Recording
  • Agent Quality Scoring
  • (Industry First!) All-software IP PBX
  • (Industry First!) SIP Architecture - IP Contact Centre
  • Speech Enabled IVR
  • Knowledge Base
  • (Industry First!) Skills-based Call Routing
  • Multi-channel Recording and Quality Monitoring
  • (Industry First!) Interactive Intelligence builds first All-in-one Platform - PBX, ACD, IVR and presence