Communications as a Service (CaaS) Featured Article

PLUMgrid Virtual Network Infrastructure Integrated with Interactive Intelligence CaaS Solution

May 13, 2015

When it comes to the reasons driving adoption of cloud-based solutions for customer experience interactions of all types two of the biggest ones are enabling customers to be faster to and in the market, and reductions in operational costs and complexity.  Addressing both of these, Sunnyvale, California-based  PLUMgrid, a leading provider of virtual network infrastructure for OpenStack clouds, has partnered with customer experience solutions provider Interactive Intelligence to integrate its Open Networking Suite (ONS) for OpenStack with the Interactive Intelligence (News - Alert) Communications as a Service (CaaS) cloud solution.

 PLUMgrid ONS for OpenStack is a comprehensive software suite that enables scalable and secure virtual network infrastructure for OpenStack clouds. Deployed by service providers and enterprises, the software suite lets users create private Virtual Domains to provide isolation, security and policy enforcement across tenants.  In addition the solution is designated as OpenStack Compatible by the OpenStack Foundation, and it supports industry's broadest distribution including Canonical, Mirantis, Oracle, Piston, Red Hat (News - Alert) and SUSE.

In regards to the issue of deployment times, the integrated solution will enable Interactive Intelligence CaaS customers reduce deployment times significantly.  Alex Smelik, chief architect for CaaS solutions management at Interactive Intelligence noted, "Our partnership with PLUMgrid has enabled our CaaS customers to cut total deployment time by up to 80 percent."

"Interactive Intelligence has a leading CaaS solution based on its breadth of applications, global footprint, maximum security and flexible customization and deployment options," said Awais Nemat, CEO at PLUMgrid. "We're proud to add to this innovative solution by helping CaaS customers improve time to market while reducing operational complexity."

As noted, this is a significant and useful integration for Interactive Intelligence’s CaaS customers. The PLUMgrid ONS for OpenStack solution gives Interactive Intelligence:

  • A rich set of networking services with terabits of scale
  • Production-grade resiliency
  • Secure multi-tenancy

Other features include a distributed data plane for virtual network functions and the ability to scale from single rack to multi rack OpenStack clusters. PLUMgrid ONS also enables Interactive Intelligence to leverage existing assets, such as firewalls and other third-party software.

For its part, Interactive Intelligence CaaS is aimed at mid-size to large contact centers. Functionality includes multichannel routing and queuing, interactive voice response, predictive dialing, workforce management, automated customer feedback surveys, real-time speech analytics, quality monitoring and more.  Plus, Interactive Intelligence CaaS offers customization and integration in the cloud through comprehensive application programming interfaces (APIs) and an experienced services team.

This is another example of what is becoming almost a mantra for cloud-based solutions: that open source as a foundation means open for business.  




Edited by Dominick Sorrentino

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