Call center solutions provider Interactive Intelligence recently opened its newly-refurbished office in Rivonia, Johannesburg. Joining partners and customers in a toast for the opening were company executives Andre le Roux, managing director for African region; Deon Scheepers, regional business development manager for Africa; and Gary Blough, executive vice president for worldwide sales.
In a toast to the company’s growth, the management stressed that despite economic pressures hampering the rise of call centers worldwide, the company has experienced favorable figures of 12 percent growth for the year, as well as 25 percent overall growth in 2011.
With Africa emerging to be a strong player in the call center market, Interactive Intelligence is in a favorable position to experience an upward flow in business trends and reap the benefits, as shown by figures.
This is largely due to the call center industry’s driving forces attributed to unified communications, a mobile workforce and most especially social network strategies.
In a statement during the opening, le Roux stressed the importance of having a social network strategy for enterprises, saying that social networking is accepted and widely used in the industry.
“Most of you sitting here today either have a social network strategy for your business in place, or, if not, then are considering what strategy should be put in place,” said le Roux.
Interactive Intelligence recently came out with a new software upgrade for their communications-based process automation application, Interaction Process Automation (IPA). It is designed to improve each step of the business process life cycle as well as enhance and accelerate the communication process.
Besides the popularity of the use of social network strategies, emerging mobile applications is also a considerable factor. In a world slowly going mobile, we should expect call centers to adapt to the mobile trend and transition its services to mobile applications, as some experts predict that in the near future, half of the calls made to call centers would be via mobile devices.
Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO is the world’s premier IP communications event. Brandon Rowe, Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO West 2012 click here.