The 2009 Magic Quadrant for Contact Center Infrastructure, Worldwide report evaluated vendors based on ability to execute and completeness of vision.
Interactive Intelligence founder and CEO, Donald E. Brown, believes the positioning in Gartner’s leader quadrant reflects their innovative products and services.
“We’ve improved our ability to service large enterprise contact centres, continued our aggressive investment in R&D to offer even greater return on investment, and expanded our worldwide direct and channel sales and support infrastructure”, he said.
According to Gartner, vendors positioned in its leaders quadrant are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products.
The report stipulates that these vendors have strong products overall and provide solutions that present relatively low risk.
Interactive Intelligence has achieved this position thanks to its scalable, standard-based all-in-one IP communications software suite. The suite offers single-platform architecture designed to deliver a comprehensive set of applications without the cost and complexity introduced by multipoint products.
The company’s core product, Customer interaction Center, provides multichannel contact centre automation, enterprise IP telephony and business process automation for mid-size to large enterprises.
Interactive Intelligence announced new developments this year, including enhanced hosted deployment options, a process automation application, and breakthrough solutions for key vertical markets, comprising of insurance, outsourcing and collections.
The Gartner report can be accessed here.
The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner.
Interactive Intelligence Inc. is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide.