Contact Center Solutions Featured Article

Frost & Sullivan Confers Product Leadership Award on Interactive Intelligence

July 16, 2013

Frost & Sullivan conferred the prestigious 2013 Product Leadership Award in the South African hosted contact center market on Interactive Intelligence, a leading provider of business process automation, contact center automation and unified communications. The award recognizes organizations that have demonstrated high commitment to product innovation and product functionality to deliver value added solutions to customers.


In a statement, Ishe Zingoni of Frost & Sullivan said, “To address customer challenges stemming from South Africa's bandwidth constraints and the resulting hesitation in adopting hosted contact centers, Interactive Intelligence has developed different deployment models for South African customers. Under its unique, configurable 'Local Control' model, customers can opt to deploy the hardware device on their premises as opposed to a fully hosted service. This allows voice traffic, recordings and other sensitive data to remain on the premises while call control and other intelligence software reside in a hosted environment. Since voice traffic is bandwidth-intensive, this model enables bandwidth optimization, and hence, cost control.”

Interactive Intelligence’s various platforms can be easily deployed in the existing infrastructure, thus adding more value to its customers. The company also offers premise and cloud systems while also integrating the two technologies, in addition to seamless integration with social media and availability on mobile devices. With mobile technology and social media trends gaining foothold in the South African market, Interactive Intelligence’s innovative platforms are tailor made for hosted environment. The award further fortifies Interactive Intelligence’s commitment to bring comprehensive solutions for the hosted contact center market while also confirming its edge over competition.

Interactive Intelligence entered the South African market through strategic partnerships with MTN Business and 1Stream. The company's IP solutions are tailor-made for organizations across financial services, outsourcers, insurance, collections and utilities, amongst others. Interactive Intelligence is the only comprehensive contact center solution provider in the market offering highly competitive product functionality and innovative solutions to emerge as the leader in this space.

Frost & Sullivan, through its Growth Partnership Service offers indigenous industry research and best-practice models to drive growth strategies that aim at redefining the current standards in the industry.




Edited by Alisen Downey



Home