Interactive Intelligence develops software for contact centers and unified communications and has come to be regarded as a complete cloud contact center solution. Latin America has always been a key strategic market, and probably will continue to remain so, given existing trends.
The company has a strong presence in Chile and a footprint in countries like Brazil and Mexico too, with many established offices in the Latam region. It appears that more than 50 percent of Chilean banks are now using the company’s solutions.
In Brazil, with the economy beginning to improve, people have more access to consumer credit; hence, more players enter the market, competition increases, and those companies that offer differentiated services stand to gain. Interactive, which launched operations three years ago in Latin America, could see growth.
Likewise, many Andean countries have been experiencing economic growth and this has triggered the need for a more sophisticated customer service approach, a role that the call center software specialist can readily fill. A greater number of companies are also transitioning to the cloud, and with Interactive well positioned to offer flexible and scalable SaaS (software as a service), its services will probably be in great demand.
Moreover, call centers in Latam (and even globally), are migrating from traditional PBX and embracing IP. Interactive is at the forefront giving them a multi-functional platform that encompasses multi-channelism, which is the need of the hour.
Further, although the quality of networks in Latin America are not of the highest order, Interactive can help clients connect to multiple data centers around the world via an MPLS-based network, ensuring a satisfactory customer experience.
Felipe Schwartzmann, director for Interactive in South America, indicated that the Interactive model could provide a real-time service where the width of the broadband is not an impediment, as one might expect, given the quality of networks in Latin America.
Interactive Intelligence, a pioneer in offering CaaS with voice hosted in the cloud, is very relevant in countries with growing economies. It has been successful in introducing CaaS in Latin America, giving the countries in that region more options when looking for contact center solutions beyond the traditional one.
Everything seems to be in place for Interactive Intelligence, and Raul Rincon’s estimate of 50 percent growth in Latin America to come to pass.