Contact Center Solutions Featured Article

January 12, 2009

Contact Center Customers Rank Interactive Intelligence First in Unified Communications

By Susan J. Campbell

Interactive Intelligence has announced that it has been rated the number one unified communications (UC) vendor in a recent Datamonitor report. This rating is a result of votes cast by North American contact centers and was featured in the “Business Trends: Contact Center Investments in Developed Markets (Customer Focus)” report.

This number one rating was placed on Interactive Intelligence (News - Alert) as a result of North American contact center survey respondents selecting the company as the vendor in which they place the most trust to deliver a unified communications solution.

The report highlighted that the top characteristics that enterprises look for in a UC vendor include an all-in-one contact center solution, a strong combination of technology and services, and best-in-class instant messaging.

“Interactive Intelligence is well known as an all-in-one contact center solutions provider in North America and has been able to use that to its advantage in gaining mindshare among respondents,” said Datamonitor associate analyst and report author, Aphrodite Brinsmead, in a Monday statement.

“The company has a number of deployments with major companies like Eli Lilly, Fujitsu, Oracle (News - Alert) and RIM and continues to demonstrate growth on an annual basis.”

Interactive Intelligence was also featured in the report as the favored UC vendor by larger enterprises throughout the world. Such enterprises are classified by Datamonitor as those with more than 250 agent positions.

The Datamonitor report also showed Interactive Intelligence as the highest rated UC vendor for delivering solutions to the communications vertical. Considering the significant amount of opportunity within this industry, such designation presents substantial promise for Interactive Intelligence to extend its reach even further into the market.

To complete its “Business Trends” report, Datamonitor collected phone surveys of 150 contact center managers from companies throughout North America and Western Europe. These contact center managers were from companies operating in such areas as financial services, communications, travel and transport, and retail verticals.

Interactive Intelligence itself did not sponsor the report and had no input in the questions asked, or the selection of the companies surveyed. The report is available for purchase from Datamonitor here.

Founded in 1989, Datamonitor provides global business information to more than 6,000 of the world’s leading companies. These companies rely on such information to prepare forecasts and strategies in order to maximize performance in a given industry.

The results of this recent survey demonstrate that Interactive Intelligence has performed beyond expectations. This third party analysis has identified that contact center companies are recognizing the value that Interactive Intelligence brings to their contact centers and are willing to sing its praises. Such recognition will only bode well for the company and will help it to continue to grow its share of the market.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi


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