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June 15, 2009

InfoCiscion Wins Best Practices Award from Interactive Intelligence

By Patrick Barnard, Senior Web Editor, TMCnet

VoIP contact center and enterprise telephony software company Interactive Intelligence recently presented outsourcing firm InfoCision Management Corporation with a Best Practices Award.

Interactive Intelligence (News - Alert) presented the award – which is given annually to a company that displays the best business practices in supporting and maintaining interactive intelligence applications -- during its annual user’s forum, Interactions ’09, held in Indianapolis, May 19-21. InfoCision was also a finalist for the Innovator’s Award. 
InfoCiscion has been using Interactive Intelligence’s VoIP contact center solutions since 2000. In particular, InfoCission and its customers have been benefitting from Interactive Intelligence’s intuitive call holding, a customized system to assure callers are matched with the agent or other knowledge worker best qualified to address their inquiry. The company also uses Interactive Voice Response (IVR), which provides callers with 24-hour access to client services without requiring operator assistance.
Serving businesses of all sizes, including many Fortune 100 companies, InfoCision is the second largest privately held call center outsourcing company in the U.S. Headquartered in Akron, Ohio, it operates 30 VoIP contact centers at 12 locations in Ohio, Pennsylvania and West Virginia.

This year Interactive Intelligence’s user’s forum attracted nearly 300 attendees from across the U.S. – down only slightly from the approximately 320 attendees it attracted in 2007. The annual event, which is for users of Interactive Intelligence’s enterprise-grade VoIP contact center and IP telephony software solutions, offers educational sessions and networking opportunities to help customers resolve issues and get more out their systems. It is also an opportunity for the company to get critical feedback from customers so it can support them better.
Sessions offered during the three-day event cover compelling and complex topics such as “Managing Remote Employees,” “Getting the Most From Your All-in-One Contact Center,” “Migrating from a Multi-point Legacy Environment,” “Best Practices with e-Services” and “Mobility – Tools for the Mobile Employee.”
Interactive Intelligence made news last month when it announced that it had acquired Columbia S.C.-based AcroSoft, a software company that makes a document management system.for business, which Interactive will be integrating into a future offering.
Interactive Intelligence founder, president and CEO Donald Brown (News - Alert) said during a recent interview that this marks the company’s first acquisition since it launched in 1994.

“We really have not done acquisitions up to this point in our history – with exception to a related professional services firm that was already working on our products, that we acquired early on, so that doesn’t really count,” Brown said, adding that ININ is currently “investing heavily to extend the capabilities of its platform beyond the contact center into the enterprise.”

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard

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