Communications as a Service

Transcription

1 Communications as a Service Which edition is best for you? Interactive Intelligence Communications as a Service (CaaS) is a set of cloud based contact center, unified communications, and business process automation applications. CaaS offers a tiered, a la carte pricing model so you can tailor functionality and support to match your needs and maximize the value of your investment. Read about each edition below. Then examine the detailed comparisons that follow to decide which is best for your business. Small Center Edition This is a great choice if your contact center has users, and you want a simplified, low risk offering with a rich subset of functionality. The base offering includes automatic contact distribution (ACD), interactive voice response (IVR), unified communications (UC), multichannel (voice, , chat), and contact recording. A voice-only version is also available at a reduced rate. Choose from a finite list of options that includes: speech recognition, real time speech analytics, post call and IVR surveys, Salesforce integration, and supervisor and reporting capabilities. Quality management comes with the supervisor and reporting option. A rich, interactive ipad app is also available for contact center supervisors, managers, and executives. This app identifies performance issues and helps initiate changes anytime, anywhere.

2 Standard Edition This is your starting point if you have users. Base functionality includes ACD, IVR and UC capabilities. Available options include multichannel (voice, , chat), speech recognition, recording and quality management, workforce management, real time speech analytics, post call and IVR surveys, select CRM and UC integrations, supervisor and reporting, and conference bridge capabilities. A rich, interactive ipad app is also available for contact center supervisors, managers, and executives. This app identifies performance issues and helps initiate changes anytime, anywhere. Preferred Edition If you have 25-5,000 users and need extended options to deliver more advanced functionality, this is likely the edition for you. You get all Standard Edition capabilities as well as additional options. Outbound dialing, web portal for outsourcers, agents and management, screen recording, strategic resource planning, additional media channels, a broad set of packaged integrations, the ability to write custom integrations against our public API, and business process automation capabilities. Premium Edition Need to support more than 5,000 users? Get the full list of options and maximum support of CaaS. All Preferred Edition capabilities are included along with advanced options. Advanced text to speech and automatic speech recognition, VoiceXML, and a development sandbox.

3 Detailed Comparison of Interactive Intelligence CaaS Editions = Available for Purchase Interaction Handling - Base Agent Required () Required () Required () Required () Basic IVR Auto attendant Customizable call flows Unlimited attendant menus Automatic call distribution (ACD) Skills-based routing - calls Priority based ACD routing In-queue ACD callback Workgroups Desktop controls Unified messaging Drag and drop conferencing Presence management One number soft fax (Inbound only) Generic screen pop - URL only Web services *hosting not included * * *

4 = Available for Purchase Available Agent Options Multichannel - ACD routable media types Web chat Web callback Soft fax Voic (VM) SMS Generic object Recording (Included w/agent) Voice recording Multichannel recording Screen recording Outbound Dialing Preview/power/predictive dialing modes Agentless Agent Scripting Options

5 = Available for Purchase Contact Center Management Options Supervisor and Reporting Real-time statistics Real-time queue management ACD reports Scheduled reports ipad edition Quality Management (Included w/supervisor) Quality scoring Quality reporting Dashboards / Displays Real-time statistics display Web portal for outsourcers, agents, management Advanced Options Additional language packs - Base language - US English (Max of 1 additional included) (2 additional included) (5 additional included) Automatic speech recognition Business process automation Accounts Receivable Management (Development ) (Development ) Strategic Resource Planning (Development ) (Development ) Contact history Hosted web server - Web services (Interactive developed only) Post-call and IVR surveys Real-time speech analytics (max of 2 languages) Workforce management

6 = Available for Purchase Pre-Packaged Integrations UC Integrations Microsoft Lync CRM Integrations Microsoft Dynamics Oracle Service Cloud Oracle Siebel Salesforce SAP ASR/TTS Integrations Text to speech - Microsoft Sam/Sally Advanced text-to-speech (Development ) Advanced speech recognition (Development ) VXML (Development ) Other Integrations LiveLOOK SIP PBX integration (example: Cisco) Workforce management - 3rd Party Enterprise Business User Desktop controls Unified messaging Drag and drop conferencing Presence management One number soft fax (Inbound only) Ad-hoc recording capable Desktop Interface - Agent or Enterprise User Web client.net client Endpoints - Agent or Enterprise User SIP - Hard phone SIP - Soft phone SIP - Bridge

7 = Available for Purchase CaaS Tier Details Quantity Agents Agents Agents Agents RCM VoIP Deployment model (internet only) LCM / RCM LCM / RCM LCM / RCM Geo-redundancy Virtual private cloud Cloud storage (recordings) 90 days 1 GB per Recorder Add-on 2 GB per Recorder Add-on 4 GB per Recorder Add-on Cloud storage (database) 13 months 20GB 50GB 100GB Additional cloud storage Amazon S3 storage option (recordings) Development server (sandbox) Public API Custom handlers (Development ) (Development ) (Development ) (Development ) (1 Included) (Development ) (Development ) Raw data export of reporting data ODBC access to reporting data Custom reports (Development ) (Development ) (Development ) (Development ) Custom logging CaaS elearning Instructor led online training Upgrades Web support access Online knowledge base

8 = Available for Purchase CaaS Support Uptime service level agreement - application 99.99% % % % Uptime service level agreement - connectivity Not applicable with Internet Vendor Supplied Vendor Supplied Vendor Supplied Monthly incident report summary Support initial response time by priority level Code Red & High : 15 minutes (by Phone) Medium : 1 Business day (by Web) Low: 1 Business day (by Web) Telephone critical support access 24/7/365 (Code Red) Telephone support - non-critical Reference our Support website for specific regional hours After hours & holiday telephone support Base product upgrades (SU, ES, Versions) - Customizations require services Support portal resources Service hour price Move, adds, changes - Excludes holidays 2 Business Days Move, adds, changes pricing (per MAC)

9 Definitions Code Red High Medium Low Response Time Operational ability to receive, route, and deliver Customer purchased interaction services is down, severely degraded or major components of the service are not operational and work cannot reasonably continue for greater than 10% of the minimum monthly agent commitment. Non-business critical features of CaaS Services are impaired or non-functional. (Example: Interaction Supervisor, Interaction Recorder). Non-disabling or cosmetic errors with little or no impact on the CaaS Services. Requests for information on CaaS Services, Policies, Processes, or Procedures from Supplier by members of Customer s business, management, or technical staff teams. Response time is measured as the time a customer support request (phone, , chat, ticket, etc.) enters the Interactive Intelligence service management system to the time the customer support request is acknowledged and assigned to a CaaS Support representative within the Interactive Intelligence service management system. Custom Handlers Custom Handlers are defined as any handlers not part of the standard Customer Interaction Center (CIC) offering. Custom Handlers include customization points, custom subroutines, event-initiated handlers, and timer-initiated handlers. Restrictions Customers, partners, and Interactive Intelligence are not permitted to publish modified CIC system handlers. Custom handlers may interact with system handlers only at defined customization/integration points. Custom handlers may be triggered by custom client buttons or events outside of CIC. As a rule, each custom handler will not be evaluated as a part of any SU upgrade but will be republished as a part of the SU upgrade. In the unlikely event the functionality of the custom handler is compromised as a result of the SU upgrade, outage credits will not apply. Outage credits will also not apply to any service outage attributed to a custom handler. Any services work to upgrade custom handlers to the next CIC Release or SU will be at the customer s expense.