Contact Center Solutions Featured Article

Interactive Intelligence Positioned as a Leader in the Magic Quadrant for Contact Center Infrastructure

June 09, 2015

For everyone in the contact center solutions industry, or any technology sector for that matter, getting positioned in one of Gartner Group’s Magic Quadrant reports in that upper right hand corner, Leaders, is extremely coveted. It is why Indianapolis, Indiana-based customer interactions specialists Interactive Intelligence is rightfully proud of having been positioned in the Leaders quadrant in the Gartner 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide report.

“Magic Quadrant for Contact Center Infrastructure, Worldwide”

According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact center needs will evolve, and a proven track record of delivering contact center solutions. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”

As the report explains, “The emerging contact center as a service (CCaaS) model — involving hosted, multitenant systems — is gaining attention as cloud approaches increase … All vendors covered in this Magic Quadrant now provide some form of a hosted or CCaaS offering, either directly or through channel partners.”

For those interested in learning more, the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report provides an analysis of vendors in the market based on their ability to execute, and completeness of vision. The full report is included in the Interactive Intelligence Customer Engagement newsletter.

“More than 20 years ago we embarked on a journey to build the first converged all-in-one communication applications platform for the contact center,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “It’s gratifying to see our vision affirmed with the majority of contact centers today opting for single-vendor solutions that reduce costs and simplify management.”

Brown added: “But as always, we’re looking ahead and we have a new vision for further improving our contact center offering. This one, based on multitenant cloud services, delivers accelerated business impact through dramatically faster deployment, and a more empowered, personalized customer experience. So, whether you’re looking for an on-premises, cloud or hybrid solution, know that we’ll continue to innovate to help contact centers turn their customer engagement investments into more consistent business outcomes.”

The Gartner recognition is another addition to a growing list of industry accolades for Interactive Intelligence which includes: 14 consecutive years as one of Software Magazine’s Top 500 Global Software and Services Suppliers; Frost & Sullivan’s Company of the Year Award for five consecutive years, and among Mashable’s 2014 Seven Best Tech Companies to Work For.

The positioning speaks to Gartner’s evaluation criteria of completeness of vision, as Interactive Intelligence has a comprehensive portfolio of customer interaction, communications and collaboration solutions that enable customers the ability to have state-of-the-art capabilities—premises-based, public or private cloud, or hybrid—based on their unique needs and where they are in their own transformation journeys.  

Edited by Dominick Sorrentino