Interactive Intelligence positioned as a Leader in Gartner Magic Quadrant for Contact Centre as a Service, North America

Interactive Intelligence Group, 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 Centre 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 centre markets," said Dr Donald E Brown, Interactive Intelligence founder and CEO.

"We believe this underlines our proven track record in contact centre deployments of all kinds. And as the vendor positioned furthest overall in completeness of vision for cloud customer engagement solutions, we also offer contact centres 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 Centre, 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 centres wanting a highly secure, customisable solution.

This year, Interactive Intelligence made available its multi-tenant 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 centres to deliver unprecedented levels of personalisation to help their business leap-frog the competition."

The Gartner Magic Quadrant for Contact Centre as a Service, North America provides an analysis of vendors in the market based on their ability to execute and completeness of vision. The full report can be accessed at: http://www.inin.com/resources/Pages/Gartner-CCaaS-NAMQ.aspx.

For more information about the Interactive Intelligence cloud solutions, visit: http://www.inin.com/solutions/Pages/Cloud-based-Solutions.aspx.

1 Gartner, "Magic Quadrant for Contact Centre Infrastructure, Worldwide," Drew Kraus, Steve Blood, Sorell Slaymaker, May 18, 2015.

2 Gartner, "Magic Quadrant for Contact Centre as a Service, North America," Drew Kraus, Steve Blood, Daniel O'Connell, Oct. 15, 2015.

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