Contact Center Solutions Featured Article

Interactive Intelligence Named Frost & Sullivan's North American Contact Center Systems Company of the Year

May 13, 2014

There is a saying that, “When you are hot, you’re hot!” This is certainly applicable in the case of customer experience solutions provider Interactive Intelligence who has just received the 2014 highly coveted Frost & Sullivan North American Contact Center Systems Company of the Year honor for the third time.

The reasons why the company was recognized, according to the Frost & Sullivan (F&S) award report, are because:  "Interactive Intelligence is a strategic leader in all aspects of contact center systems, as shown by its systematic innovation across the product portfolio, as well as how it addresses the core needs of its customers through increased scale, reliability, and flexible deployment options."

As noted, this is a continuation of recognition for Interactive Intelligence of its entire portfolio of contact center, unified communications (UC) and business process automation solutions for businesses of any size.  The comprehensive solutions are anchored by the company’s flagship, Customer Interaction Center (CIC)—an all-in-one IP communications software suite that can be deployed in the cloud or on-premises.

The Frost & Sullivan North American Contact Center Systems Company of the Year Award is given annually to a single vendor based on how it performs against key competitors in the following areas:

  • Growth strategy excellence
  • Growth implementation excellence
  • Degree of innovation with products and technologies
  • Leadership in customer value
  • Leadership in market penetration.

Interactive Intelligence outranked its top two competitors with an overall score of 9.0 out of 10, compared to 8.8 and 8.1, respectively. (Note: To remain unbiased while protecting the interests of competitors, Frost & Sullivan does not disclose the names of other vendors reviewed.)

Interactive Intelligence was ranked particularly high in customer value and market penetration, with scores of 9.5 in both.

In a statement from the award report about Interactive Intelligence's leadership in customer value, Frost & Sullivan said: "Interactive Intelligence's all-in-one suite of products…resonates well with customers looking to use a broad swath of communication and contact center features without the breakpoints typically found in legacy vendors' systems products. In most cases this architecture allows customers to add functionality without additional servers, which helps reduce cost and complexity."

On the market penetration side, Frost & Sullivan added: "Interactive Intelligence also has put considerable effort into building increased scalability, functionality and reliability into its core products, which has enabled it to increase market share and gain new footholds in other segments as well. Consider that the increase in scale is creating noticeable penetration into larger businesses around the world."

The recognition comes as Interactive Intelligence continues to set the pace in the industry, as Frost & Sullivan notes, on a variety of fronts. In fact, the recent Interactive Intelligence Q1 2014 earnings, particularly the momentum the company has in the cloud, buttress the points made by F&S in its report.

It should also be noted that a good place to see first-hand the products and services that impressed Frost & Sullivan will be the Interactive Intelligence INTERACTIONS 2014 annual global conference to be held June 2-5 in Indianapolis.  It is also worth a visit to Indy to participate in TMC’s co-located CX Hot Trends Symposium (sponsored by Interactive Intelligence, Zendesk and OrgSpan) to hear internationally recognized subject matter experts on the nine hottest trends shaping the customer experience market. 

Edited by Maurice Nagle