Contact Center Solutions Featured Article

Frost & Sullivan Recognizes Interactive Intelligence for Strong Contact Center Growth

February 02, 2015

Last year customer experience solutions provider Indianapolis, IN-based Interactive Intelligence, ended the year with a host of industry accolades both international and local which ranged from being innovative to being a great place to work and for giving back to the community.  The company has picked up where it left off as research firm Frost & Sullivan, based on its ongoing analysis of the contact center systems market, has recognized Interactive Intelligence with the 2014 EMEA Frost & Sullivan Company of the Year Award.

In fact, as the headline states the reason for the award was based, according to the research firm, “On Interactive Intelligence's end-to-end suite of scalable, rich, contact centre capabilities, coupled with flexible deployment options and excellent customer support, earned it a year-on-year market share growth rate of 42.9 percent in 2014. In short, in a very competitive market the market share growth was something to appreciate.  

Source: PR Newswire  

"One of the keys to Interactive Intelligence's success is its tailored, customer-centric approach to sales," said Frost & Sullivan Research Analyst Nancy Jamison. "The company ensures that it has the appropriate in-country talent to support the pre- and post-sales processes, and has brought a consultative approach to sales."

Another success factor is the company's business communications expertise coupled with its focus on vertical markets. When the company targets a specific vertical market it backs it with dedicated resources with solid backgrounds in the specific vertical, including channel partners well versed in the nuances of supporting those vertical markets.

"Interactive Intelligence is a leader when it comes to investing in market expertise within critical industry vertical markets such as finance, healthcare and insurance," Jamison noted. "As a high percentage of sales occur through partners in EMEA, the company has also established a strong combination of direct and indirect channel partnerships that include companies such as NTT Telecom in the UK, KPN in Benelux, and Telefonica in Spain."

In earning the award, Interactive Intelligence also gained kudos for the breadth and depth of its product portfolio, which spans on-premises solutions to the cloud and hybrid ones. This enables channel partners to offer customers choice in how they wish to modernize and do so at their pace and according to their unique needs.  

It was also noted that with the addition of the rollout of its PureCloud offering, given the momentum building around moving more and more contact center solutions to the cloud, the strong sales growth experienced by Interactive Intelligence in EMEA during 2014 establishes a nice foundation for 2015. 

Innovation and focusing on not just the needs of customers but also partners is the path to success in any region of the world as the Interactive Intelligence performance in EMEA highlights.  

Edited by Maurice Nagle