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

    Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

    Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
    10/30/2014

    Xerox Virtual Customer Care Agent Soon to Enter the Market

    Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
    10/29/2014

    Cyara Partners with GlobalNet

    Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
    10/29/2014

    The Personalization of Patient Care

    There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
    10/28/2014

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