Interactive Intelligence in leaders quadrant of Contact Centre Infrastructure Report
Contact centre report evaluation based on completeness of vision and ability to execute
Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, has been positioned by Gartner in the leaders quadrant of its 2008 Contact Centre Infrastructure, Worldwide Magic Quadrant 1 report.
The Gartner report provides an analysis of vendors in the market based on their completeness of vision and ability to execute, along with key industry trends. According to the report, “over time, Gartner sees the enterprise communications infrastructure market, including contact centres, evolving from stand-alone systems (‘point products’) toward tightly integrated functionality with interfaces embedded within other enterprise applications.”
“ As the first vendor to offer pre-integrated contact centre functionality on a single Windows server back in 1997, we believe this latest Gartner report goes a long way to validate our vision from inception,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “By not following the status quo of ‘point’ solution vendors, we’ve eliminated the need to re-architect our products or acquire companies in order to offer customers the broadest set of applications. Our next phase builds on this vision with the first ‘communications-based process automation’ solution – an offering that will give customers the hard return on investment they must have in today’s challenging economic climate.”
Vendors positioned in the leaders quadrant are defined by Gartner as “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. 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.”
Interactive Intelligence has developed an all-in-one IP communications software suite that’s scalable and standards-based, offering single-platform architecture with inherent multi-channel processing to deliver comprehensive applications minus the cost and complexity introduced by multi-point products.
The company’s Customer Interaction Centre ®(CIC) provides multi-channel contact centre automation and enterprise IP telephony functionality for mid-size to large enterprises. To learn more about CIC, visit: http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Centre.aspx .
To receive a complimentary copy of the Gartner 2008 “ Magic Quadrant for Contact Centre Infrastructure, Worldwide” report, visit: http:// www.inin.com/GartnerMQ .
1 Gartner “ Magic Quadrant for Contact Centre Infrastructure, Worldwide” by D. Kraus, S. Blood, and G. Johnson, Nov. 18, 2008.
About the Magic Quadrant
The Magic Quadrant is copyrighted 2008 by Gartner, Inc. and is reused with permission. 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. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.