Interactive Intelligence announced their 3.0 release for Customer Interaction Center (CIC) and Vonexus Enterprise Interaction Center (EIC) with lots of new functionality, including integration to Microsoft Office Communications Server and Microsoft Exchange 2007 Unified Messaging, and some features to simplify deployment. But the new security features and speech technology function were what caught my eye.
Given the increased security concerns of customers implementing VoIP communications, the 3.0 release includes support for the secure real-time transport protocol (SRTP) and transport layer security (TLS) standards, which will provide end-to-end call encryption of audio and call control information. They have gone further security wise by also adding recording encryption, stricter password generation requirements, the use of public and private key certificates, and the ability to handle communications between secure and non-secure devices. This allows them to encrypt incoming calls to the call center and IVR systems, and outbound predictive dialing or other communication applications.
Interactive Intelligence also just splashed speech technologies all over their mobile applications too. They added MS Exchange calendar integration to their Interaction Mobile Office, and have integrated speech for users to access their calendar appointments, call private contacts and record calls. Along with this they added a new graphical client interface that supports the Windows Mobile 5.0 and 6.0 operating systems so that a company’s IP telephony functionality is accessible via mobile devices.
With 25+ features, this is a pretty broad and well thought out addendum for their customer base. Interactive Intelligence says that their upgraded software will be available in North America by the end of Q4 2007, and in other parts of the world beginning in Q1 2008.