Interactive Intelligence Group has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Centre Infrastructure, Worldwide report.
According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve, and a proven track record of delivering contact centre solutions. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”
The Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide report provides an analysis of vendors in the market based on their ability to execute and completeness of vision. The full report is included in the Interactive Intelligence Customer Engagement newsletter, which can be accessed online.
“More than 20 years ago we embarked on a journey to build the first converged all-in-one communication applications platform for the contact centre,” says Dr Donald E. Brown, Interactive Intelligence founder and CEO. “It’s gratifying to see our vision affirmed with the majority of contact centres today opting for single-vendor solutions that reduce costs and simplify management.
“But as always, we’re looking ahead and we have a new vision for further improving our contact centre offering. This one, based on multitenant cloud services, delivers accelerated business impact through dramatically faster deployment, and a more empowered, personalized customer experience.
“So, whether you’re looking for an on-premises, cloud or hybrid solution, know that we’ll continue to innovate to help contact centres turn their customer engagement investments into more consistent business outcomes,” Brown concludes.
In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Centre™ (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products. Today, CIC offers a wide array of customer engagement, unified communications, and business process automation functionality. It can be deployed in the cloud or on-premises and is ideal for organizations of all sizes.