, Sept. 18, 2013 /PRNewswire/ -- Based on its recent contact centre systems market research, Frost & Sullivan presents Interactive Intelligence with the 2013 EMEA Frost & Sullivan Award for Contact Centre Company of the Year.
Amidst challenging market conditions, Interactive Intelligence increased its market share in all segments of contact centre systems, including hosted automatic call distribution and agent performance optimization. It especially stood out for uptake of its intelligent call routing, one of the hardest hit segments of the contact centre systems market.
Interactive Intelligence EMEA revenues in 2012 increased by 12 percent to
, with market share improving for its on-premises software suite,
Customer Interaction Center
(CIC), and boosted by the European launch of its cloud-based
Communications as a Service
℠ (CaaS) offering. It is one of the very few companies that can offer cloud and premises-based deployments at competitive price points, while enabling customers to move back and forth between the two.
Interactive Intelligence's foray into the cloud has been successful largely because companies in the region needed to overhaul their complex, multi-site contact centre system environments. The company aims to achieve a deployment mix wherein its cloud offering will comprise 50 percent or more of total orders.
Interactive Intelligence has strategically leveraged its direct sales force. Simultaneously, the company's indirect sales from its partner network of more than 350 value-added resellers worldwide has registered robust growth.
Interactive Intelligence has grown its EMEA sales and operations through strategic acquisitions and aggressive recruitment. Some of its main acquisitions include Agori, a distribution company based in
; ATIO, a distribution company based in
; and Brightware, a value-added reseller business based in
"Interactive Intelligence's software-based, all-in-one model was purpose-built from the ground up, which has enabled the company to quickly and cost-effectively add functionality without undue complexity," said Frost & Sullivan Senior Industry Analyst Suvradeep Bhattacharjee. "Its CIC version 4.0 release was a huge boost for the company, as it significantly enhanced ease-of-deployment and scalability."