Editor's Choice - Featured Article

February 18, 2014

Comings & Goings: Interactive Intelligence Fine-tunes Organization for Global Software and Service Delivery Success


The realities of almost everything relating to ecommerce is that to be successful companies have to be first to market (or very close), fast in the market competitively and agile enough to quickly align with customer requirements in order to deliver sustainable differentiated value. This means in many instances constantly tuning organizational structure to assure the ability on the need for speed and focused on meeting or exceeding customer expectations. 

In fact, it is always important when looking at companies to make a distinction between those taking remedial actions because they are in trouble versus those who are successful and are doing a bit of fine-tuning to press their advantage in the market.

The creation by global provider of software and services designed to improve the customer experience, Indianapolis, IN-based Interactive Intelligence (News - Alert), of three C-level positions it a great example of fine-tuning for success in a rapidly changing market.  Designed to ensure further streamlining of its operations for improved global software and service delivery, it should be noted that all three positions are being filled by current members of the company's leadership team.

"As we grow globally, it's increasingly important that we stay well-coordinated and communicate quickly and effectively," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "The creation of these three key roles will help us do that by consolidating functions across geographies."

The three new positions and their first leaders are as follows:

Chief Services Officer:  Tom Fisher, former vice president of sales operations who joined Interactive in 2002,  is now responsible for the coordination of all on-premises and cloud services, including client success, education, support and professional services.

Chief Business Officer:  Paul Weber, the company's former vice president of North American sales who joined Interactive in 1997, will continue to oversee North American sales and has assumed the added responsibility of managing the Interactive Intelligence lines of business for debt collection and contact center strategic planning.

Chief International Officer:  Gary Blough, formerly the company's executive vice president of worldwide sales who also joined the company in 1997, added to his role of overseeing international sales responsibility for coordinating all cross-departmental activities outside North America.

"The tenure of our senior leadership team is one of our competitive advantages, particularly in the often transient field of high-tech," Brown said. "Each of these three individuals who now carry C-level titles has proven his ability to manage in a fast-paced, high-growth business. The realignment of responsibilities will enhance our continued efforts to move up-market, grow our cloud business, expand internationally, and deliver innovative new products and services."

There is a long-standing equation for success in any business and not just tech:

People + Products and Services + Processes = Performance

So often in the technology business we collectively spend a lot of time looking at the technology roadmap, i.e., at products and services.  While you need something to sell that customers wish to purchase is important, the significance of people and processes should never be under-estimated.  After all it is the execution on those fronts that can put a multiplier effect on financial performance.

 Having leadership responsibilities and accountabilities that map to customer needs, technology visions and business objectives is what tends to separate market leaders from the rest of the pack.  Given where Interactive Intelligence sees the future of customer interaction technology going and where it sees growth opportunities, these new positions certainly position them well going forward. 




Edited by Cassandra Tucker


Related Contact Center Solutions Articles

    HGS Pembroke Named Contact Center of the Year by ORCCA

    Hinduja Global Solutions (HGS) Limited's Pembroke, Ontario, site recently received the Contact Center of the Year award from the Ottawa Regional Contact Center Association (ORCCA). The award winners, which were announced earlier this month, were recognized for employee engagement, personnel development, quality assurance and customer satisfaction program. [ Read More ]
    09/23/2014

    Watermark Consulting Study Reveals Business Value of a Great Customer Experience

    For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
    09/22/2014

    Stalag Call Center?

    I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
    09/22/2014

    Contact Center Solutions Week in Review: Hiring Spree in the US

    There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
    09/20/2014

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