Released: 16th October 2013
Publisher: Interactive Intelligence
INDIANAPOLIS, Oct. 16, 2013 - Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has scored highest overall in technology assessment measures in Ovum’s Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor report.
The comprehensive report evaluated a total of nine cloud contact centre vendors based on technology assessment, customer sentiment, and market impact measures, with the resulting aggregate scores determining their placement in a “shortlist,” “consider,” or “explore” category.
Interactive Intelligence was among four shortlisted “market leader” vendors.
According to the Ovum report, “All four shortlist vendors scored very highly in the technology assessment, with Interactive Intelligence leading the way. Among [traditional] premise vendors, Interactive Intelligence was relatively early to market with its cloud platform, and although it does not yet have as large market presence as the other cloud vendors in the shortlist category, it has focused on creating an easy-to-deploy stack of technologies with multichannel capabilities and workforce optimisation. It has a clearly defined strategy in the market and is open to its customers selecting either of its deployment models.”
Based on Ovum’s technology assessment measures, Interactive Intelligence scored perfect “10s” in security and administration, and received the highest score in vendor strategy. According to Ovum’s customer sentiment measure, Interactive Intelligence scored highest in depth of multichannel offerings.
In the vendor profile section of the report, Ovum had this to say: “Interactive Intelligence, headquartered in Indianapolis, is the most successful premise ACD vendor to transition into the hosted market so far. Founded in 1994, the company has been incrementally building out a cloud-based alternative to its signature premise system (known as the Customer Interaction Centre, or CIC). The company currently offers a set of cloud-based contact centre and unified communications tools collectively branded as communications-as-a-service (CaaS).”
Interactive Intelligence CaaS, ideal for mid-size to large contact centres with up to tens-of-thousands of seats, offers functionality for skills-based routing, interactive voice response, supervisory monitoring, multichannel recording, predictive dialing, workforce management, Web chat, post-call surveys, screen-pop, reporting, auto-attendant, desktop call control, presence management, conferencing, and more. The Interactive Intelligence complementary offering, CaaS Small Centre, is designed for organisations with between 10 and 50 contact centre agents.
To download the complete Ovum report, visit: http://www.inin.com/resources/Documents/Ovum_decision_matrix_multichannel_cloud_CC_vendor2013.pdf.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last three consecutive years. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Web at www.inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Senior Director of Market Communications
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