Contact Center Solutions Featured Article

Frost & Sullivan Honors Interactive Intelligence with Product Differentiation Award

September 02, 2009

Interactive Intelligence has been honored by Frost & Sullivan with the 2009 North American Product Differentiation Award for the vendor’s new communications-based process automation solution, Interaction Process Automation, or IPA.

This new solution uses Interactive Intelligence’s unified IP business communications platform to capture, prioritize, route, escalate and track each step of work throughout a business process. Primary functions included end-to-end process modeling, routing and queuing of process steps, real-time presence, reporting, multichannel recording and monitoring.

“Because Interactive Intelligence comes from a communications and contact center background, it can leverage all it has learned about designing the flow of efficient processes,” said Frost analyst, Keith Dawson, in a statement. “By building IPA on top of its existing IP business communications platform, Interactive Intelligence has also made process engineering something reasonable and attainable for organizations of all types and sizes.”

The Frost & Sullivan Award for Product Differentiation Innovation is given annually to a company that has best demonstrated the ability to develop and/or advance products with more innovative capabilities than competing vendors or products.

The award is designed to recognize a company’s successful adoption of new or existing technology that has become a part of its well-designed product family. Such innovations are expected to significantly contribute to the industry in terms of product performance and degree/rate of technical change.

IPA was developed by Interactive Intelligence to be the first-of-its-kind alternative to traditionally complex and costly process management systems. The solution also provides tool-kits that simply embed communications into applications to limit the return on investment.

“Interactive Intelligence has taken a fairly simple proposition -- that communications can automate processes -- and used it to cut the Gordian knot tangling unified communications, agent management, and business process optimization,” Dawson said. “And the company has accomplished this without having to invent a new technology, or re-architect its product or market strategy. That is truly the definition of ‘product differentiation innovation.’”

To download the Frost 2009 North American Product Differentiation Innovation Award report about Interactive Intelligence, visit

Interactive Intelligence CEO, Tim Passios, is scheduled to present at ITEXPO West this afternoon. During his presentation, “Unified Communications: The Hard ROI”, Passios is expected to enlighten attendees on the topic of communications-based process automation, which eliminates process inefficiencies and is considered to be ideal for businesses with a UC presence. 
Last month, Interactive Intelligence announced its success in deploying its all-in-one IP Communications Software Suite for WRB Communications. As a result, WRB was able to match the correct agents to callers more quickly, regardless of location. As a truly unified solution, WRB was able to extract significant value while also securing a rapid return on investment. 

Follow ITEXPO on Twitter:

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Tim Gray