Gartner has positioned Interactive Intelligence Group, a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation, in the leaders quadrant of its 2011 Magic Quadrant for Contact Center Infrastructure, Worldwide report.
The Gartner report provides an analysis of vendors in the market based on their ability to execute and completeness of vision.
“We believe our leaders quadrant position in the Gartner report emphasizes our long-standing commitment to contact centers, helping them differentiate their businesses by delivering the best customer service possible,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO, in a release. “With the latest version of our IP communications software suite just announced, we continue to raise the bar with features that help contact centers further increase their visibility into customer interactions, while offering more scalable, reliable and cost-effective delivery options, whether multisite, premise, hosted, or hybrid.”
Gartner’s describes leaders in its Magic Quadrant for Contact Center Infrastructure report as “high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center 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.”
Interactive Intelligence introduced its Customer Interaction Center (CIC) nearly 15 years ago to deliver multichannel applications minus the cost and complexity introduced by multipoint products.
CIC's SIP-based platform includes applications for contact center agents and supervisors, as well as unified communications applications for business users. It can be deployed via a premise or cloud-based model, and supports multisite contact centers and those with work-at-home agents, according to the release.
“We plan to further secure our market-leading position by executing on several key initiatives this year,” Brown said. “These include our continued move up-market, additional investments in our cloud-based solution, more effective penetration in key geographies, and enhancements to our vertical offerings.”
In related news, the Jordan Ministry of Water and Irrigation is improving its quality of customer care thanks to the deployment of Interactive Intelligence's CIC software.
Interactive Intelligence is a Platinum sponsor of ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO is the world’s premier IP communications event. To find out more about Brad Forsythe,Technical Sales Support at Interactive Intelligence and Tim Wittbrod, Technical Sales Support at Interactive Intelligence, visit the company at ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO is the world’s premier IP communications event. Brad Forsythe is speaking during “The Cloud Evolution in Contact Centers, UC in the Cloud: Understanding the Benefits and Challenges and The Contact Center: The Key to Social Media Success. ” Tim Wittbrod is speaking during “The Role of Unified Communications in Social Work Patterns.”
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