Evaluating vendors' technology and ability can warrant strong considerations. Interactive Intelligence Group, a provider of contact centre automation, unified communications and business process automation software and services, works with an increased focus to serve its customers. The company was recognized by being positioned as a leader by Gartner in its Magic Quadrant for Contact Center Infrastructure for 2013.
Leaders in Gartner’s Magic Quadrant for Contact Center Infrastructure report are described as high-viability vendors with broad portfolios, significant market share and broad geographic coverage, which is a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products. Their products are accepted as strong and often have some exceptional capabilities. Additionally, such vendors are believed to provide solutions that present relatively low risk of deployment failure.
"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," Donald E. Brown, founder and chief executive officer at Interactive Intelligence, said in a statement.
Interactive Intelligence's contact centre platform offers customers access to a full suite of multi-channel contact centre, unified communications and business process automation features. The company's product functionality is broad. It has continued to move up in the market with 147 percent more $1 million-plus contracts signed in 2012 compared to the prior year. In order to establish more effective region-specific sales and support organization, the company made several international acquisitions.
In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center, to deliver multichannel applications minus the cost and complexity introduced by multipoint products.
Based on its recent research on the hosted contact centre market, Frost & Sullivan reported that it presents Interactive Intelligence with the 2013 South African Frost & Sullivan Award for Product Leadership.