Contact Center Solutions Featured Article

Frost & Sullivan Name Interactive Intelligence Best Latin American Contact Center of 2015

November 03, 2015

When it comes to finding a way to offer up the best contact center solutions in the world, a number of companies have taken a number of different approaches. Industry analyst Frost & Sullivan believes that Interactive Intelligence is one Latin American contact center doing things the right way. The company recently received the analyst’s Company of the Year award.


When talking about what the company did in order to garner the award, Frost & Sullivan announced one of the big reasons the firm stood out is because it went above and beyond when it came to addressing unmet needs. “Interactive's recent success in Latin America is deeply linked with its scalable and reliable product portfolio and its comprehensive solution offering on-premises, cloud, and private cloud delivery options."

This underlines what has been thought of as one of the best ways firms have been able to keep customers happy in the 21st century. Cloud-based contact centers are only getting more popular but having scalability and accessibility from multiples points is only part of the solution. Having a kind of triage approach has also meant the difference between success and failure in this market.

Interactive Intelligence was also singled out by Frost & Sullivan as being very good at implementing the industry’s best practices. For some companies this means being more accessible through a variety of different channels. Frost & Sullivan says that Interactive Intelligence has taken a global verticalization approach that is used to leverage product and staff expertise in a number of different industries. There are a number of strategies the company has undertaken when it comes to fields like collections, financial services, government, health, insurance outsourcing and the utilities industries.

This approach, according to the industry analyst, has bred loyal and happy customers. This has meant the customers are willing and able to return for further services.




Edited by Maurice Nagle



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