Interactive Intelligence Group Inc. (ININ), a provider of contact center, unified communications, and business process automation software and services, has managed to garner top honors in the recently released Ovum’s Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor report.
Ovum analyzed nine cloud contact center vendors based on technology assessment, customer sentiment, and market impact measures in order to compile the vendor report and Interactive Intelligence supposedly scored the highest overall rating in technology assessment measures and also in depth of multichannel offerings.
Ovum explained that its new report compares vendors based on the strength and currency of their technology platform, the views of their customers. It helps users to understand the trends and changes affecting the cloud contact center market and also evaluate the cloud contact center vendor that best suits them.
The Ovum report on multichannel cloud contact center vendor stated that among traditional premise vendors, Interactive Intelligence was relatively early to market with its cloud platform, and although it does not yet have as large market presence as the other cloud vendors in the shortlist category, it has focused on creating an easy-to-deploy stack of technologies with multichannel capabilities and workforce optimization.
With a clearly defined market strategy and openness to customers selecting either of its deployment models, Interactive Intelligence took easy lead among the four shortlisted “market leader” vendors in the Ovum report.
Interactive Intelligence exclaimed that its Communications-as-a-Service (CaaS) has become the cloud contact center solution of choice for mid-size to large, mission-critical contact centers and business operations that require a high level of trust, functionality and flexibility. By employing this cloud-based solution, users can rapidly scale up or down, meet seasonality and growth needs, customize applications, set pricing and terms, and deploy on a global basis.
In related news, Ovum recently rated Sage CRM as ‘Challenger’ in new report and Interactive Intelligence was presented with the Frost & Sullivan 2013 EMEA Contact Center Company of the Year award.