Interactive Intelligence Group, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has been named a Leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution 2015-16 report.
According to the report, Interactive Intelligence’s “ability to adapt and offer numerous different cloud deployment options for its customers is a strength that helped it to gain a place among the market leaders”.
The report evaluated a total of seven cloud contact centre vendors based on technology, execution, and market impact. Aggregate scores across criteria determined vendor placement as a “leader,” “challenger,” or “follower.” Interactive Intelligence was among four of the seven vendors named a market leader.
The report’s technology matrix showed Interactive as a leader in security. The execution matrix ranked the company as a leader in product quality, while the market impact matrix ranked it as a leader in revenue growth.
According to the report: “[Interactive Intelligence] was one of the first premise-based vendors to also offer its own single-tenant cloud contact centre offerings, having evolved those to become the Communications as a Service (CaaS) solution set, in 2009. As a result of its relatively early entry to the cloud market, Interactive Intelligence has managed to gain market share and now sees more than half of its new customers choosing to deploy its solutions in the cloud.”
The Ovum report cited Interactive’s services and partner network as key strengths: “[Interactive Intelligence] has a large internal professional services team with vertical specializations, as well as a growing reseller network. It is also focused on expanding its technical partner relationships through its Global Alliance program to ensure that its customers have full access to the growing number of multichannel contact centre add-ons as well as core CRM functionality.”
Customers recognised the company for additional strengths in the report: “[Interactive’s] advantages are also apparent to its customers, which cited skills-based routing, the flexibility of the platform, and global presence among the reasons they selected the vendor.”
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