Interactive Intelligence Group, Inc., a global provider of unified IP business communications solutions, has won the IP Contact Center Market Challenger PilotHouse award from Nemertes Research.
Interactive Intelligence beat out finalists Aspect, Genesys, NEC, ShoreTel and Siemens by receiving the highest overall score based on end-user ratings in the categories of technology, customer service, and value.
Of note, Interactive Intelligence received the highest technology and value scores among all finalists, and even received the highest overall score among the Nemertes IPCC Market Leader winner and finalist, Avaya and Cisco, respectively.
“This year’s IPCC PilotHouse ratings show a fairly sizable difference in the scores of the Market Leaders and Market Challengers, with one exception: Interactive Intelligence,” said Nemertes vice president and service director, Irwin Lazar. “It was the only Market Challenger to outscore all Market Leaders in overall score.”
According to the report, key to Interactive Intelligence’s victory was its technology score. “Interactive Intelligence’s solution gets the top score for technology,” Lazar said. “Interactive Intelligence benefits from its tightly integrated unified communications offering, its flexible model for delivering integrated on-premises and cloud-based offerings, and its business process automation engine.”
Contributing to the win was Interactive Intelligence’s value score, which was also top among all IPCC vendors. “This basically says IT professionals feel they are getting a lot of bang for the buck,” Lazar said.
The Nemertes PilotHouse awards for IPCC, now in its third year, recognizes IP contact center vendors that offer solutions such as automatic call distribution, interactive voice response, computer telephony integration, and related applications over an IP-based service.
Vendors are selected for the awards based on a survey of IT professionals who submit ratings of their providers in the categories of technology, customer service, and value. This year’s ratings were based on more than 1,500 qualified submissions from IT professionals.
The goal of the PilotHouse awards is to provide analysis of vendor and service provider performance from the perspective of the IT professionals who actually use the technology. Nemertes’ research and analysis is 100 percent based on the views and experiences of actual users. The research is wholly independent and not sponsored, and neither Nemertes nor the vendors or service providers being rated have any influence over ratings performance.
About Interactive Intelligence
Interactive Intelligence Group, Inc. (ININ.com) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317-872-3000 or info[.]inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Product Information Contact:
Mr. Shaheen Haque, Turkey & Middle East Territory Manager
Interactive Intelligence Middle East Dubai, UAE
P: +971(4) 4347217 / M: +971 (50) 4573186 - E: shaheen.haque[.]inin.com.