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Interactive Intelligence Group Inc a global provider of software and cloud services for customer engagement, unified communications and collaboration, has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Center as a Service, North America2.

“This report is especially significant for us because we’re the only vendor to be named a leader in both the cloud and on-premises contact center markets,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “We believe this underlines our proven track record in contact center deployments of all kinds. And as the vendor positioned furthest overall in completeness of vision for cloud customer engagement solutions, we also offer contact centers the kind of future innovation required to make superior service a key competitive differentiator.”

According to the report, Gartner describes Magic Quadrant Leaders as follows: “Given that the CCaaS market in North America is still maturing, Leaders can best be described as suppliers with a strong multichannel product and service capability, and that have already amassed a large installed base of both large and small customers. They also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration to a variety of third-party systems.”

In 1997 Interactive Intelligence introduced its on-premises customer engagement software suite, Customer Interaction Center (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products.

In 2009 the company offered Communications as a Service℠ (CaaS), its first single-tenant cloud solution for contact centers wanting a highly secure, customizable solution.

This year Interactive Intelligence made available its multitenant PureCloud Engage℠ service designed for maximum security and elasticity, along with fast deployment and instant access to upgrades.

“Today we have on-premises, cloud and hybrid solutions to meet virtually any business requirement imaginable,” Brown said. “While our first commitment is to giving customers maximum choice, we see the cloud as a powerful way to improve the customer experience. As a result, we’ve bet big on it and are excited to offer visionary capabilities in the coming year that we believe will enable contact centers to deliver unprecedented levels of personalization to help their business leap-frog the competition.”

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