Interactive Intelligence, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has been named a Leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution 2015-16 report.
According to the report, Interactive Intelligence ’s “ability to adapt and offer numerous different cloud deployment options for its customers is a strength that helped it to gain a place among the market leaders.”
The report evaluated a total of seven cloud contact centre vendors based on technology, execution, and market impact. Aggregate scores across criteria determined vendor placement as a “leader,” “challenger,” or “follower.” Interactive Intelligence was among four of the seven vendors named a market leader.
According to the report, “Interactive Intelligence was one of the first premise-based vendors to also offer its own single-tenant cloud contact center offerings, having evolved those to become the Communications as a Service (CaaS) solution set, in 2009. As a result of its relatively early entry to the cloud market, Interactive Intelligence has managed to gain market share and now sees more than half of its new customers choosing to deploy its solutions in the cloud.”
The Ovum report cited Interactive Intelligence ’s services and partner network as key strengths: “Interactive Intelligence has a large internal professional services team with vertical specialisations, as well as a growing reseller network. It is also focused on expanding its technical partner relationships through its Global Alliance program to ensure that its customers have full access to the growing number of multichannel contact center add-ons as well as core CRM functionality.”
Customers recognised the company for additional strengths in the report: “Interactive Intelligence ‘s advantages are also apparent to its customers, which cited skills-based routing, the flexibility of the platform, and global presence among the reasons they selected the vendor.”
The Ovum report does not include an evaluation of the latest Interactive Intelligence cloud platform, PureCloud℠, because the PureCloud℠ customer engagement services weren’t announced until after the report evaluation period. PureCloud℠ is a multitenant, distributed cloud platform built for multi-use cases: customer engagement, unified communications and collaboration.
Interactive Intelligence CaaS℠ is a single-tenant offering ideal for mission-critical contact centres and business operations with up to tens of thousands of seats. It offers functionality for skills-based routing, interactive voice response, supervisory monitoring, multichannel recording, predictive dialing, workforce management, Web chat, post-call surveys, screen-pop, reporting, auto-attendant, desktop call control, presence management, conferencing, and more.
Since releasing CaaS the company has made many enhancements, including quarterly upgrades, shorter one-year contracts, additional CRM integrations and an Internet Only (IO) option, which dramatically cuts deployment time by eliminating the need for MPLS networks.
The Ovum report recognised Interactive Intelligence ‘s significant investment in both its CaaS and PureCloud℠ services: “Interactive Intelligence ’s ability to innovate and develop new deployment models has allowed it to gain traction in the cloud space. With strong revenue growth in cloud and a good market share, the vendor gained above-average scores for the market impact radar. It also offers robust technical capabilities in its CaaS platform, which it has continued to improve by focusing on internal R&D rather than acquisitions.”
Additional Information
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Interactive Intelligence Group Inc. provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organisations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors.
