Interactive Intelligence named company of the year

The software provider has been named EMEA Contact Centre Company of the Year 2013 by Frost & Sullivan.

The award is based on Frost & Sullivan’s recent research into the contact centre systems market and is presented annually to organisations that demonstrate growth strategy and implementation excellence. The award recognises a high degree of innovation with products and technologies, and the resulting customer value and market penetration leadership.

“Interactive Intelligence has continued to add innovative features to its core system in emerging areas within the contact centre, such as social media and proactive customer contact,” said Suvradeep Bhattacharjee, Frost & Sullivan Senior Industry Analyst. “By working closely with customers to understand the best practices that should be applied to these newer capabilities, they have helped companies position their contact centres as a vital part of the their overall enterprise, rather than a mere cost centre.”

The company showed significant growth in 2012 with an increase in market share in all contact centre segments, including hosted automatic call distribution, agent performance optimisation, and intelligent call routing, despite challenging industry conditions.

“This award affirms the value our unified IP business communications software is bringing to EMEA customers,” said Richard Brown, Interactive Intelligence Vice President of Sales for EMEA .