Interactive Intelligence Group Inc, a global provider of unified IP business communications software and services, has been positioned by Gartner in the “Leaders” quadrant of its 2013 Magic Quadrant for Contact Centre Infrastructure report.

The Gartner report, which provides an analysis of vendors in the market based on their ability to execute and completeness of vision, is included in the Interactive Intelligence “Contact Centre Automation” newsletter and can be obtained by visiting www.inin.com/MQ. 

“We’ve been making significant enhancements to our products and services, continuing to improve scalability and security, enhancing our cloud offering, and adding innovative applications such as real-time speech analytics and mobile customer service,” said Interactive Intelligence Founder and CEO Dr. Donald E. Brown. “Companies are increasingly looking for better ways to serve their customers. This increased focus on customer experience is often leading them to consider Interactive Intelligence.

“Along with these product enhancements, we executed extremely well last year. In 2012 total orders increased by 48% over 2011, and cloud contact centre orders rose 123% year-over-year. We also continued our move up-market with 147% more $1 million-plus contracts signed in 2012 compared to the prior year. And in order to establish a more effective region-specific sales and support organisation, we made several international acquisitions.

“Finally, we’re extending our value proposition beyond the role of technology innovator to one of expert advisor. By being able to provide best practice guidance that encompasses our customers’ people, processes and technology, we can help them turn customer service into a competitive differentiator, which we believe in turn will further entrench us as a market leader,” Brown concluded.

According to Gartner, Leaders in its Magic Quadrant for Contact Centre Infrastructure report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”

In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center (CIC), to deliver multichannel applications minus the cost and complexity introduced by multipoint products.

CIC’s single-platform, software-based architecture includes applications for contact centre agents and supervisors, as well as unified communications applications for business users. It can be deployed on-premises or via a cloud-based communications-as-a-service delivery model.

For more information about CIC, visit http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx.

1 Gartner, “Magic Quadrant for Contact Centre Infrastructure,” by Drew Kraus, Geoff Johnson, and Steve Blood, June 18, 2013.

Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Editorial contacts
Deon Scheepers
Interactive Intelligence
087 825 0977
Deon.Scheepers@inin.com

Lizelle Cloete
Red Ribbon Communications
022 433 4914
lizelle@redribboncommunications.co.za

About
Interactive Intelligence Group Inc. (Nasdaq: ININ) 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-premises 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 5,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2012 Top 500 Global Software and Service Providers. It employs approximately 1,400 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 +27 87 825 0900 or info@inin.com; on the Net: www.inin.com/za. 

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.ININ-G

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