Report defines leaders as high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve, and a proven track record of delivering contact centre products
Interactive Intelligence Group Inc. has been positioned by Gartner in the “Leaders” quadrant of its 2013 Magic Quadrant for Contact Centre Infrastructure report1.
The Gartner report, which provides an analysis of vendors in the market based on their ability to execute and completeness of vision, is included in the Interactive Intelligence “Contact Centre Automation” newsletter and can be obtained by Clicking Here
“We’ve been making significant enhancements to our products and services, continuing to improve scalability and security, enhancing our cloud offering, and adding innovative applications such as real-time speech analytics and mobile customer service,” said Interactive Intelligence Founder and CEO Dr. Donald E. Brown.
“Companies are increasingly looking for better ways to serve their customers. This increased focus on customer experience is often leading them to consider Interactive Intelligence.
“Along with these product enhancements, we executed extremely well last year. In 2012 total orders increased by 48 percent over 2011, and cloud contact centre orders rose 123 percent year-over-year. We also continued our move up-market with 147 percent more $1 million-plus contracts signed in 2012 compared to the prior year. And in order to establish a more effective region-specific sales and support organization, we made several international acquisitions.
“Finally, we’re extending our value proposition beyond the role of technology innovator to one of expert advisor. By being able to provide best practice guidance that encompasses our customers’ people, processes and technology, we can help them turn customer service into a competitive differentiator, which we believe in turn will further entrench us as a market leader,” Brown concluded.
According to Gartner, Leaders in its Magic Quadrant for Contact Centre Infrastructure report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”
In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center™ (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products.
CIC’s single-platform, software-based architecture includes applications for contact centre agents and supervisors, as well as unified communications applications for business users. It can be deployed on-premises or via a cloud-based communications-as-a-service delivery model.