Contact Centre Featured Article

July 14, 2010

Interactive Intelligence Receives Frost & Sullivan's Award

By Anshu Shrivastava


Frost & Sullivan, a global research and consulting firm, has given Interactive Intelligence (News - Alert) the contact center designation in its 2010 North American Technology Company of the Year awards.
 
Interactive Intelligence is a provider of unified IP communications solutions for contact centers and enterprises. The company was chosen for the award because of its vendor's technology leadership, according to Joe Outlaw, principal analyst at Frost & Sullivan (News - Alert).
 
"Examples of Interactive's leadership include how the value of its all-in-one architecture became more compelling as the economy worsened; how it grew its large enterprise market share by scaling higher and deepening its business user functionality; and how expanding into new application areas, such as business process automation, reset the competitive playing field," Outlaw said.
 
Frost & Sullivan's research methodology for the award includes a "decision support matrix." This matrix shows a weighted ranking based on growth strategy and implementation. In addition, it also includes degree of innovation in business processes, products and/or technologies; and leadership in customer value and market penetration.
 
Interactive Intelligence was ranked 8.6 overall on a scale of one to 10. Frost & Sullivan gave this ranking based on vendor interviews, end-user surveys, and extensive secondary research. Additionally, the company received 10 on Frost & Sullivan's "degree of innovation in business processes, products and/or technologies" criterion.
 
Frost & Sullivan said that Interactive Intelligence has built and continues to refine its internal processes to maintain its speed and agility. "For external-facing processes, it offers pre-packaged service engagements of fixed scope and price to reduce the up-front time and effort typically associated with service engagements, and to give customers easy-to-understand, lower risk options."
 
Outlaw said that instead of merely embedding communications functions into applications, Interactive Intelligence has opted to use its core communications platform as the basis for automation.
 
"In this way, IPA gives customers the ability to automate and track entire multi-step processes - including those that fall outside of communications -- thus providing significant and measurable ROI," Outlaw said, adding that many of the core value propositions of Interactive's all-in-one IP communications software suite are increasingly being valued by larger enterprises and contact centers.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.

Edited by Erin Monda


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