Communications as a Service

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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 10-50 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, email, 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.

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Standard Edition

This is your starting point if you have 25-500 users.

Base functionality includes ACD, IVR and UC capabilities. Available options include multichannel (voice, email, 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

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Detailed Comparison of Interactive Intelligence CaaS℠ Editions

$ = Available for Purchase

 = Included with Required / Available Item ' – ' = Not Available

Small Center Standard Preferred Premium

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    

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Available Agent Options

Multichannel - ACD routable media types $ $ $ $

Email     Web chat     Web callback     Soft fax     Voicemail (VM)     SMS – –   Generic object – – – 

Recording _{(Included w/agent)} $ $ $

Voice recording    

Multichannel recording    

Screen recording – –  

Outbound Dialing – – $ $

Preview/power/predictive dialing modes – –  

Agentless – –  

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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 – $ $ $

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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 – $ $ $

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CaaS Tier Details

Quantity 10 - 50 Agents 25 - 500 Agents 25 - 5000 Agents 25 - 5000+ Agents

Deployment model RCM VoIP

(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) – – $ $

(1 Included) Public API – $ (Development $) $ (Development $) $ (Development $) Custom handlers – $ (Development $) $ (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    

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CaaS Support

Uptime service level agreement - application 99.99% 99.999% 99.999% 99.999%

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 _{(Code Red)}24/7/365

Telephone support - non-critical _{https://my.inin.com/products/contact/pages/default.aspx}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

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Definitions

Code Red

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.

High Non-business critical features of CaaS Services are impaired or non-functional. (Example: Interaction Supervisor,

Interaction Recorder).

Medium Non-disabling or cosmetic errors with little or no impact on the CaaS Services.

Low 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

Response time is measured as the time a customer support request (phone, email, 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.