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Industry Research : Interactive Intelligence Positioned in Leaders Quadrant of Contact Center Infrastructure
Interactive Intelligence Group Inc. , a global provider of unified IP business communications software solutions, has been positioned by Gartner in the leaders quadrant of its 2012 Magic Quadrant for Contact Center Infrastructure, Worldwide(1) report.
The Gartner report provides an analysis of vendors in the market based on their ability to execute and completeness of vision.
"We've made significant investments over the last year to further solidify our leadership status in the contact center infrastructure market," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "These include major investments in our cloud-based contact center business and key international acquisitions that reinforce our global presence.
"In addition to these investments, we've continued to release critical new contact center features, such as functionality for business process automation, real-time speech analytics, and our latest mobile customer service offering. These innovations ensure that our customers always get the most comprehensive, relevant and reliable solutions possible," Brown concluded.
According to Gartner, leaders in its Magic Quadrant for Contact Center Infrastructure report are "high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve, and a proven track record of delivering contact center products. 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."
In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products.
CIC's single-platform, software-based architecture includes applications for contact center agents and supervisors, as well as unified communications applications for business users. It can be deployed on-premise or via a cloud-based communications-as-a-service delivery model.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, July 9, 2012