Contact Center Solutions Featured Article

August 08, 2012

Interactive Intelligence Wins Prestigious Award From Nemertes Research

By Tracey E. Schelmetic

TMCnet Contributor

Unified IP business communications company Interactive Intelligence (News - Alert) Group Inc. is announcing this week that it has won the IP Contact Center Market Challenger PilotHouse award from Nemertes Research, a research-advisory and strategic-consulting firm that specializes in analyzing and quantifying the business value of emerging technologies.

The Nemertes PilotHouse award for IP Contact Center recognizes IP contact-center vendors that offer solutions such as Automatic Call Distribution (ACD), Integrated Voice Response (IVR), Computer Telephony Integration (CTI (News - Alert)), and related applications over an IP-based service. IT professionals who use these services rated their providers on technology, value, and customer service.

Interactive Intelligence reportedly beat out competitors and finalists, including Aspect (News - Alert), Genesys, NEC, ShoreTel and Siemens, by receiving the highest overall score based on end-user ratings in the categories of technology, customer service and value. Interactive Intelligence received the highest technology and value scores among all finalists, and even received the highest overall score among the Nemertes IPCC Market Leader winner and finalist, Avaya (News - Alert) and Cisco, respectively.

“This year's IPCC PilotHouse ratings show a fairly sizable difference in the scores of the Market Leaders and Market Challengers, with one exception: Interactive Intelligence,” said Nemertes vice president and service director, Irwin Lazar, in a press release. “It was the only Market Challenger to outscore all Market Leaders in overall score,” he added.

Nemertes noted that one of the reasons Interactive Intelligence took the top prize was due to its high technology scre.

“Interactive Intelligence's solution gets the top score for technology,” said Lazar. “Interactive Intelligence benefits from its tightly integrated unified communications offering, its flexible model for delivering integrated on-premises and cloud-based offerings, and its business process automation engine.”

To access the full Nemertes report, which includes a complete assessment of all award finalists and winners, click here.

Edited by Peter Bernstein

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