|By Business Wire||
|May 7, 2014 10:00 AM EDT||
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has been named a CRM magazine 2014 Service Leader winner.
CRM magazine named Interactive Intelligence its Service Leader winner in the category of interactive voice response (IVR).
In an article about the award, chief analyst at Saddletree Research, Paul Stockford, said that Interactive Intelligence now “has a basic product that will challenge any of the other IVR offerings out there.”
Last year Interactive Intelligence was a CRM “One to Watch” in the IVR category. It jumped to first place this year with scores of 4.2 in company direction, 4.1 in cost, 4.0 in customer satisfaction, and 3.9 in depth of functionality (on a scoring scale of 1 to 5).
Ray Wang, founder and principal analyst at Constellation Research, added that “Interactive Intelligence has been showing up a lot in our deals for 2013. Its customer service is helping it win over larger customers as it goes up market.”
The Interactive Intelligence IVR is part of its all-in-one IP communications software suite, Customer Interaction Center™ (CIC).
“CIC’s IVR comes with a built-in customization tool that enables companies to quickly and easily create scripts of virtually unlimited complexity with no arbitrary limits on the number or depth of menus,” said Joe Staples, chief marketing officer for Interactive Intelligence. “Companies get added value from its multichannel support, which means telephony, fax, Web and wireless events can all be processed within the IVR environment for reduced integration costs and more consistent service.”
CIC’s IVR can be deployed in the cloud or on-premises, supports multiple languages, and scales from 4-port, single-site deployments, to thousands of ports running in carrier networks or multiple sites. It offers verified 99.999 percent uptime and open, software-based architecture for easy integration to data systems, PBXs and email platforms. It also includes VoiceXML support for ease of application development.
“We continue to improve our IVR, and are especially excited about our recent launch of Interaction Speech Recognition™, which gives organizations a cost-effective yet feature-rich alternative to standalone speech solutions,” Staples said.
The CRM Service Leaders are evaluated based on customer satisfaction, depth of functionality, and company direction. Industry analysts and consultants grade vendors on each criterion and leaders are chosen across seven categories of support and service.
To read the complete CRM magazine Service Leaders article, visit: http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=95028&PageNum=2.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and services designed to improve the customer experience. The company’s 6,000-plus customers worldwide have benefitted from its cloud and on-premises solutions for contact center, unified communications, and business process automation. Interactive Intelligence is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and has received a Frost & Sullivan Company of the Year Award for the last five consecutive years. In addition, Glassdoor honored Interactive Intelligence with its 2014 Employees’ Choice Award as one of the Best Places to Work in the U.S., and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For. The company was founded in 1994 and employs more than 1,900 people worldwide. Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. It can be reached at +1 317.872.3000 or [email protected]. Visit Interactive Intelligence on the Web at www.inin.com; on Twitter at www.inin.com/twitter; on Facebook at www.inin.com/facebook; or on LinkedIn at www.inin.com/linkedin.
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.
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