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Interactive's Customer Interaction Center V4 Acknowledged by Frost & Sullivan

By Mini Swamy, TMCnet Contributor

What do customers expect from contact centers? Not much, for all they want is simple, cost-effective solutions that are scalable and easy to deploy, plus a willingness to understand customer needs by giving them what they want. In short, that’s what any successful growth strategy should include -- giving customers value that is recognizable.

It comes as no surprise, then, that Interactive Intelligence Group, a global provider of contact center software and services, has received the 2013 EMEA Frost & Sullivan (News - Alert) Contact Center Company of the Year Award. The award was given for the company’s flagship product, customer interaction center (CIC) version 4.0, which offers contact centers, unified communications and business process automation applications, all running on a single platform.

That means with the all-in-one model, functionality can be added without complexity in a cost-effective way, while enhancing ease-of-deployment and scalability, delivering in the process an exceptional experience to all customers. The CIC solutions apparently allow contact centers to personalize this all-in-one approach to customer care, enabling companies to exceed customer expectations.

"This award affirms the value our unified IP business communications software is bringing to EMEA customers through its all-in-one architecture that helps them reduce costs and simplify system management," said Richard Brown, vice president of sales for EMEA at Interactive Intelligence (News - Alert).

Suvradeep Bhattacharjee, senior industry analyst at Frost & Sullivan, acknowledged that Interactive’s CIC version 4.0 release was a huge boost for the company, while Joe Staples (News - Alert), CMO, said that the award demonstrated that companies were benefiting from Interactive’s feature-rich business communications system.

According to the analyst report, Interactive Intelligence EMEA has also showed significant growth in 2012; with an increase in market share in all contact center segments, despite challenging industry conditions.

Growth was on two fronts. While Interactive Intelligence's direct sales force and more than 350 value-added resellers contributed actively to growth, the strategic acquisitions of distribution companies in Germany and South Africa and a value-added reseller in the Netherlands were also considered rather significant.

Interactive also launched cloud-based communications as a service offering in 2012 and added innovative features to its core system for contact centers.

Successful growth strategies and implementation excellence have always been factors worthy of recognition, for they imply a high degree of innovation with products and technologies, great customer value and an ability to penetrate the market, no matter what. Interactive Intelligence does appear to have surpassed itself on all fronts.