Interactive Intelligence Group Inc. (Nasdaq: ININ), 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 center
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"
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
optimization. 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 administraton, and received the
highest score in vendor strategy. According to Ovum's customer sentiment
measure, Interactive Intelligence scored highest in depth of
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 Center™, or CIC). The company currently
offers a set of cloud-based contact center and unified communications
tools collectively branded as communications-as-a-service (CaaS)."
Intelligence CaaS?, ideal for mid-size to large
contact centers 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 Center?, is designed for
organizations with between 10 and 50 contact center agents.
To download the complete Ovum report, visit: http://www.inin.com/resources/Documents/Ovum_decision_matrix_multichannel_cloud_CC_vendor2013.pdf.
About Interactive IntelligenceInteractive Intelligence
Group Inc. (Nasdaq: ININ) is a global provider of contact center,
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
[ Back To NFVZone's Homepage ]