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January 06, 2009

Gartner Hails Interactive Intelligence as Contact Center Leader

By Michael Dinan, TMCnet Editor

IT researchers today are hailing an Indianapolis-based unified IP business communications provider as a viable vendor with a broad portfolio, significant market share, wide geographic coverage and vision.
 
Officials with Gartner Inc. named Interactive Intelligence to the leaders quadrant in its so-called “2008 Contact Center Infrastructure, Worldwide Magic Quadrant1” report.
 
The report identifies companies that are well-positioned, despite this slower economy, to deliver leading products from their portfolios, Gartner (News - Alert) officials say.
 
“Leaders do not necessarily offer a best-of-breed solution for every customer requirement,” the research firm says. “However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk.”
 
Specifically, Gartner says that over time it sees “the enterprise communications infrastructure market, including contact centers, evolving from stand-alone systems toward tightly integrated functionality with interfaces embedded within other enterprise applications.”
 
The description suits Interactive Intelligence (News - Alert), the first vendor to offer pre-integrated contact center functionality on a single Windows server. That was more than a decade ago.
 
According to the company’s founder and chief executive officer, Dr. Donald E. Brown, Interactive Intelligence has eliminated the need to re-architect its products or acquire companies because it hasn’t followed the status quo of such “point solution” vendors.
 
“Our next release builds on this vision with the first ‘communications-based process automation’ solution – an offering that will give customers the hard return on investment they must have in today’s challenging economic climate,” said Brown, pictured right.
 
Companies such as Interactive Intelligence offer products and services that save money for businesses, even before phrases such as “leveraging technology to cut costs” became so common in this downturn.
 
As TMCnet has reported, the economic climate has forced some IT-related companies to adjust their financial outlooks and lay off large portions of their workforces.
 
By contrast, Interactive Intelligence created an all-in-one IP communications software suite that’s scalable and standards-based. The company’s single-platform architecture with multi-channel processing delivers comprehensive applications without the cost and complexity that comes with multi-point products.
 
The so-called “Customer Interaction Center” provides multi-channel contact center automation and enterprise VoIP functionality for mid-size to large enterprises.

As Gartner notes in its report, CIC suite “uses Web services and provides a common set of application development, management and reporting tools across a wide range of applications.”
 
“Consider Interactive Intelligence when looking for an all-in-one suite of tightly integrated contact center applications across a wide range of scalability requirements,” Gartner officials say. “This includes environments that contain multiple PBX (News - Alert) and/or IP-PBX vendors, or when you want to separate timelines for contact center and PBX decisions.”
 

Interactive Intelligence is a Platinum sponsor of Internet Telephony Conference & EXPO — the biggest and most comprehensive IP communications event of the year. ITEXPO (News - Alert) will take place in Miami, Florida, Feb. 2 to 4, 2009, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Don’t wait. Register now!


Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.

Edited by Michael Dinan



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