For the third consecutive year, Frost & Sullivan has honored Interactive Intelligence Group with its Company of the Year, Contact Center Systems North America, 2012 award.
The Frost & Sullivan contact center award is based on objective research backed by its decision support matrix methodology. This methodology ensures all vendors are objectively assessed on the following measures: (1) Growth strategy excellence; (2) Growth implementation excellence; (3) Degree of innovation with products and technologies; (4) Leadership in customer value; and (5) Leadership in market penetration. Each measure is weighted evenly and scored on a scale of one to 10.
Interactive Intelligence beat out its top two competitors* in the final assessment with an average overall score of 8.8, compared to 8.4 and 7.6 respectively.
Interactive Intelligence received a top score of nine among its competitors on the customer value measure.
“While others in the contact center space have sought to be visionary in their approach to product development, visionary for Interactive Intelligence has meant consistent, stable, and well thought-out, which has resonated with customers and enabled Interactive Intelligence to develop a large and loyal install base,” said Frost & Sullivan principal analyst, Nancy Jamison.
Interactive Intelligence received a perfect “10” when assessed for its growth strategy excellence.
“One of the hallmarks of Interactive Intelligence’s growth strategy has been consistency,” Jamison said. “While the company had success in all growth markets, it’s important to note that Interactive Intelligence grew in the three segments where the majority of its top-tier competitors struggled: inbound, outbound, and IVR.”
Frost & Sullivan also cited Interactive Intelligence’s success in the cloud-based communications-as-a-service market as a key component of its growth strategy.
“Interactive Intelligence also jumped in front of its rivals in the cloud market with CaaS,” Jamison said. “Its leading competitors are either selling their applications to hosted providers or have not made a public entry into this market. In many respects, Interactive Intelligence has taken the same bold leap into the marketplace with CaaS as it did with its PC-based routing versus proprietary hardware ACDs nearly two decades ago.”
In conclusion, Frost & Sullivan credits Interactive Intelligence’s leading performance to its constant innovation.
“Developing innovative, attention-grabbing customer engagement solutions has been the hallmark of Interactive Intelligence since its founding in 1994,” Jamison said. “The firm has set a course that its competitors have followed, and in doing so it has achieved considerable marketplace success.”