Contact Center Solutions Featured Article

Interactive Intelligence Looks to Australia for Growth in 2014

April 11, 2014

Interactive Intelligence has outlined some ambitious plans for call centers in 2014, including in the “Land Down Under” according to an interview done by company executives with the popular Australian tech news site ARN.


The unified communications and customer experience solutions provider expects the growth of its contact center, enterprise IP telephony and business process automation solutions to grow by 20 percent over the year. Cloud-based solutions will make between 55 percent and 60 percent of its revenues.

The company’s revenue last year was $318.2 million, up 30 percent over the previous year.

"2013 was an excellent year for Interactive intelligence," said Interactive Intelligence founder and CEO, Donald Brown when the company released its fourth quarter and full year results for 2013 in January. "We significantly increased orders, revenues, earnings and cash, while continuing to gain share and recognition in the contact center market. More than ever, many of the world's largest companies are turning to us to deliver solutions that optimize the customer experience.”

A lot of the company’s success was due to its choice to focus on “upmarket” clients. Interactive Intelligence signed 142 contracts worth between $250,000 and $1 million last year and went from one contract worth over $1 million to 49.

Interactive Intelligence has targeted Australia, particularly and Queensland and New South Wales for growth in the coming year based on its robust business the past few quarters. The company expected to grow by 25 percent but grew by 65 percent, picking up customers in the Brisbane and Perth areas worth a total of $3.3 million. Interactive intelligence has also picked up clients in New Zealand.

"The contact center is no longer seen as just a cost to the business, its actually the front face of your business," Interactive Intelligence global CMO Joe Staples told ARN.

The contact center is moving from phone service to cover a number of communication services, including email, SMS and web chat. A lot of people in the industry are starting to refer to call centers as “contact centers,” reflecting this trend. Staples said that younger people expected better means of communication.

 Whatever they’re called, Interactive Intelligence is optimistic about the future of call centers and that clients will depend on Interactive’s cloud-based solutions in 2014 and beyond.




Edited by Peter Bernstein



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