.jpg)
KVH Co. Ltd., Asia’s leading information delivery platform, and Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, announced today that they will partner in the cloud-based contact center business.
KVH will offer KVH CallPORT(TM), a cloud-based contact center solution, from today under a distributor agreement with Interactive Intelligence.
KVH CallPORT(TM) combines Interactive Intelligence’s contact center system with KVH’s voice, network and data center services as an integrated solution.
KVH CallPORT(TM) leverages Interactive Intelligence’s highly functional call center software, which is currently used by over 4,500 customers worldwide, and addresses the security needs associated with using business systems that manage mission-critical data. The service is offered with an individual virtual private server via a private network, and the system is redundantly configured at within KVH’s data centers to ensure a high security and resiliency. Users can also install a call recording device at their premise to record confidential information.
As an on-demand service, KVH CallPORT(TM) allows customers to select only those functions they need, minimizing their initial capital investment while reducing ongoing operating costs. Moreover, the system will flexibly scale up or down according to business demand as it changes with current marketing or sales campaigns, seasonal traffic fluctuations, changes in the number of office locations, and any increase or decrease in agent numbers.
Providing the infrastructure to support the platform, KVH offers its high-quality IP-based KVH VoiceLINE IP telephone service together with its wide area Ethernet offering, KVH EtherMAN EX. As an integrated infrastructure offering, this new service enables customers to outsource all telephone, network and system-related processes including design, configuration, implementation testing, maintenance, and operations.
Compared to on-premise services, KVH CallPORT(TM) achieves quicker and easier installation within a standard lead time of 1.5 months.
Interactive Intelligence’s integrated contact center software is a highly compatible, scalable and functional solution that uses an open platform.
This solution has service components covering all functionalities required for call center operations including a GUI-based telephony client, which can be customized by users including agents, supervisors, and businesses, ACD(Automatic Call Distributor), IVR (Interactive Voice Response), PBX, and telephone equipment.
With the cloud-based contact center market in Asia Pacific expected to grow about 22% over the next four years (Source: OVUM CAGR Estimates 2011 - 2016), Interactive Intelligence selected KVH as its partner to jointly develop the Japanese market. KVH will add this innovative contact center offering to its growing portfolio of highly reliable and secure infrastructure service. KVH and Interactive Intelligence aim to sell this solution to 50 companies in the first year targeting to finance, securities, insurance industries and service providers.
