Editor's Choice - Featured Article

December 13, 2012

Interactive Intelligence Launches E-Commerce Website: Customers Get Easy Access to Expanding Ecosystem Apps


Christmas is coming early for customers and other stakeholders of unified IP business communications leader, Interactive Intelligence (News - Alert). The announcement that its new e-commerce website Interactive Intelligence MarketPlace will be open for business in December raises the bar in the hotly contested contact center solutions, unified communications and business process optimization markets.

A very apt app store

Customers and resellers of Interactive Intelligence’s flagship CIC (Customer Interaction Center) premises and cloud-based platform will have fast and easy access to internal and third-party developed products – from process automation templates and packaged integrations, to custom reports and dashboards.

Originally envisioned as an app store for the company’s Interaction Process Automation (IPA) suite, the idea quickly expanded into a collection of capabilities targeting multiple capabilities and vertical industries, such as financial services, insurance, outsourcers/teleservices, debt collection and utilities.

Marketplace will open with 36+ products, including not just internally developed applications, but also custom reports and popular Interactive Intelligence tested and approved offerings from third-party developers such as: ACP, Adapt, Code Mitosis, Common Insights, Creative Reflection Software, EDCi, GM Voices (News - Alert) (News - Alert), The IEC and QoS.

The app store is expected to rapidly grow to 50 (almost all of which will be available for deployment on premise or delivered from the cloud) covering the broad expanse next generation customer interaction capabilities.

For example, this will include the likes of multi-channel and social media management enhancements, mobility, enhanced workflow and workforce applications and many more.

“Unlike a lot of competitive ‘app stores,’ we designed the Interactive Intelligence MarketPlace so customers and resellers have direct, centralized access to products instead of redirecting them to multiple third-party sites, thus resulting in time-consuming searches,” said Interactive Intelligence founder and CEO, Dr. Donald Brown (News - Alert). “Combined with our channel of more than 350 resellers, our expansive worldwide developer network, and an extensive consultant community, MarketPlace offers a fast and easy way to maximize existing investments in our software.”

Rachel Wentink (News - Alert), senior director of Strategic Initiatives at Interactive Intelligence, outlined for TMCnet the value of the company’s unique approach to creating a vibrant ecosystem. Benefits cited included: “Leveraging customers’ CIC investment and Interactive Intelligence’s worldwide expertise, simplifying access to the latest and most current value-added functionality, and the ability to reduce deployment costs.”

She added, “This is a win for our customers, third-party developers, channel partners, and obviously for Interactive Intelligence. Customers get access to great capabilities that enhance current and future performance of their investment in our solutions, and best-in-breed solutions that we have validated for use on our platform. The interest from third-party developers has been gratifying. Plus, our resellers are excited about being able to highlight the utility and agility of our solutions and how easy it is for customers to adapt to changing market challenges and take advantage of exciting new opportunities using a broad portfolio of state-of-the-art capabilities.”

A few things to note about Marketplace include:

Pricing: Will be set by third-party developers or by Interactive Intelligence for internally developed products. In fact, it is anticipated that some capabilities will be offered for free while others will vary based on how licenses are issued and managed according to participant’s business models which could be traditional licensing or some kind of software as a service (SaaS (News - Alert) (News - Alert)) subscription model.

Support: Third-party developers will support their own products.

Payment: Third-party developers will be paid quarterly and will have Web-based reporting to show products purchased and downloaded, and revenue earned.

Qualification for Posting Products:

  • MarketPlace agreement
  • Developer on-boarding process
  • Product submission and internal review
  • Functional testing
  • Product published

Products offered on the MarketPlaceare designed for Interactive Intelligence enterprise and contact center customers of all sizes located worldwide. Resellers will be able to not only access products for their Interactive Intelligence customers, but post their own products for purchase.

I noted at the top my feeling that this raises the bar in this sector. The reason is Interactive Intelligence has wisely recognized that customers want ease of access to solutions that can help them right now. It knows it would be impossible to effectively compete for all the opportunities it would like if it was focused on attempting to be the sole source of value-added enhancement to its platform.

Clearly creating an easy-to-do-business-with and properly incented ecosystem is a dominant business model for “E”verybody – think Google, Apple, Salesforce.com (News - Alert), Amazon, Microsoft (News - Alert). It is the path to being first to market, fast to market and fast in the market. This is absolutely critical in an era where speed and adaptability are paramount for establishing differentiated long-term value for customers and sustainable competitive advantage.

In this instance, Interactive Intelligence customers get powerful new tools that have the company’s seal of approval, and a simple way to purchase and get support for the most current capabilities along with detailed business intelligence.

It used to be that enterprise and service providers had to wait long periods of time between major upgrades of foundational software to get the enhancements they desired. The nice thing about moving to the Marketplace, as Wentink stated is, “Interactive Intelligence gets to focus on innovating our core products and the enhancements we believe are fundamental to their evolution for adding value to our customers’ investment in our solutions, while partners get to provide our customers with unique value-added when they want it and how they want it.”

The fact that Interactive Intelligence has been able to use its core software to work as either a premises-based, cloud-provided or hybrid solution already separates it from competitors in its markets.

Marketplace establishes a virtuous circle for the company that builds on it current versatility by creating an “E”vironment that is attractive to developers because of its extensibility and growing vertical and global footprint, along with the ability to leverage the Interactive Intelligence brand.

As with its innovations in real-time speech analytics and mobile app development and integration in the past twelve months, Dr. Brown, as noted in the company’s recent financial results, is investing heavily in the areas it believes will be the dominant differentiators in the future. Having a robust ecosystem, that is easily interacted with over the Web through a secure and qualified app store, highlights the company’s commitment to investing in adding value to the core in a timely fashion that is customer, developer and reseller friendly. It is a smart place to put a bet.

This is a trend that Interactive Intelligence is once again out in front of and will be one of the big ones to watch in the next year.

Interactive Intelligence is a Platinum-level sponsor of ITEXPO Miami 2013. Taking place Jan. 29-Feb 1 in Miami, Florida, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #409. For more information on ITEXPO, click here.




Edited by Brooke Neuman


Related Contact Center Solutions Articles

    Forecast Shows Increased Business Activity in Call Centers Market

    Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
    08/26/2014

    Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

    Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
    08/26/2014

    Omnichannel Gets a Little Moxie

    With a focus on SaaS, Moxie is actively looking at tools being applied to the entire customer journey. Moxie provides high volume interaction online for customers and aims to address "omnichannel" communication and offer shoppers a consistent experience. [ Read More ]
    08/26/2014

    Choosing the Right Metrics to Measure Customer Service

    Customer service is constantly evolving due to technological advancements and changes in the needs and expectations of customers. To meet these changing preferences, it is important for call centers to stay on top of the performance of its employees and one of the ways to do so is use the right metrics for evaluating performance. Unfortunately, many managers today choose the wrong metrics to evaluate employee performance and to measure customer service, so they end up incurring more cost for the… [ Read More ]
    08/25/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert