CRM magazine has named global provider of unified IP business communications solutions, Interactive Intelligence (Nasdaq: ININ), among its 2011 Service Leaders.
CRM magazine named Interactive Intelligence a service leader in its Contact Center Infrastructure category.
In an article about the service leaders, Ovum’s senior analyst of customer interaction technologies, Ian Jacobs, had this to say about Interactive Intelligence: “If you’re talking about execution, they have been the standout during the past 12 months. And they’ve been growing faster than any other company in the space.”
Interactive Intelligence (inin.com) did particularly well on two criteria, scoring an industry-leading 4.2 in customer satisfaction and 4.0 in company direction (out of a total possible score of 5).
“Interactive Intelligence has the wind at its back,” said McGee-Smith Analytics president and principal analyst, Sheila McGee-Smith. “Consistent R&D development has given them an enviable suite that they are now leveraging successfully with a communications-as-a-service offering.”
CRM magazine also named Interactive Intelligence a service leader in its Interactive Voice Response category, impressing analysts with a 4.5 score in company direction. “They do have great integrated [IVR] functionality and interesting speech analytics capabilities coming in the next release,” McGee-Smith said.
CRM magazine evaluates service leaders based on customer satisfaction, depth of functionality, and company direction. The magazine’s editors grade vendors on each criterion and leaders are chosen across seven categories of support and service.