Interactive Intelligence continues to receive industry recognition for its contact center solutions innovations. Last month the Indianapolis, Ind.-based company was honored with the Frost & Sullivan 2013 EMEA Contact Center Company of the Year award. And, now it has been awarded Frost & Sullivan's 2013 Cloud-based Contact Center Solutions Company of the Year, North America.
According to the Frost & Sullivan award report, "Interactive Intelligence was one of the early providers of cloud-based contact center solutions, first offering a cloud service in the early 2000s, then re-architecting it and launching it as Interactive Intelligence CaaS in 2009. The level of security, reliability, experience, breadth of functionality, flexibility and minimal risk offered by Interactive Intelligence has helped support its growth in the cloud market."
The award in noteworthy because it is given annually to a single cloud-based contact center vendor based on how it performs against key competitors in the areas of:
Interactive Intelligence outranked its top two competitors with an overall score of 9.2 out of 10, compared to 8.6 and 8.4 respectively. Overall excellence was impressive particularly in the areas of growth strategy excellence, growth implementation excellence, and leadership in customer value where the company scored a perfect 10.
In a statement from the award report, the analyst firm stated: "Frost & Sullivan believes that one of the most important ways in which Interactive Intelligence demonstrates its customer value leadership is through the breadth of deployment options. …Interactive Intelligence also provides value through the ease with which customers can deploy its cloud solution with minimal risk."
The award report also noted that: "Interactive Intelligence has grown a feature-rich set of contact center offerings with a large and loyal customer base…Interactive Intelligence CaaS is a jewel in this impressive solution mix that scales and changes as business needs require."
For those not familiar with The Interactive Intelligence CaaS solution, it offers a broad feature-set — from multichannel routing and interactive voice response, to Web chat and predictive dialing – for mid-size to large contact centers. In addition, its CaaS Small Center, a cloud solution designed for organizations with between 10 and 50 contact center agents, provides SMBs the rich feature functionality enjoyed by larger organizations with all of the operational advantages of being cloud-based.
This is the third year in a row that Interactive Intelligence has received a Frost & Sullivan Company of the Year Award, North America for its contact center solutions. The recognition of its cloud-based efforts tracks with the important metric of market penetration.
Interactive Intelligence’s cloud-based solutions business have been an increasingly large part of the company’s overall success, and are a chief engine for its projected growth. It is thus not surprising that their expertise in enabling organizations of all sizes to transform their contact centers to meet the needs of a world where improved customer experience has become a top priority have been recognized in the market and by those who provide expert analyses about it.