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Gartner Positions Interactive Intelligence in the 'Leaders' Quadrant in its 2009 Magic Quadrant for Contact Center Infrastructure Report

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March 01, 2010

Gartner Positions Interactive Intelligence in the 'Leaders' Quadrant in its 2009 Magic Quadrant for Contact Center Infrastructure Report

By Patrick Barnard, Group Managing Editor, TMCnet

Just a little over four months since Gartner (News - Alert) positioned Interactive Intelligence in the “visionaries” quadrant of its 2009 Magic Quadrant for Unified Communications (News - Alert) report, the IT consultancy has now positioned the contact center solutions provider in the “leaders” quadrant of its 2009 Magic Quadrant for Contact Center Infrastructure report.

The report, which will be published on Interactive Intelligence’s Web site in April, provides an analysis of vendors in the contact center solutions market based on their “ability to execute and completeness of vision.” It also assesses key industry trends.

“We believe our position in Gartner’s leaders quadrant reflects our ongoing commitment of listening to customer needs, then creating innovative technology products and services that most effectively meet those needs,” said Interactive Intelligence (News - Alert) founder and CEO, Dr. Donald E. Brown, in a release. “To help fulfill that commitment, we’ve improved our ability to service large enterprise contact centers, continued our aggressive investment in R&D to offer even greater return on investment, and  expanded our worldwide direct and channel sales and support infrastructure.”
A central feature of Gartner’s “Magic Quadrant” reports is the graphical representation section, where companies are placed in one of four “quadrants” to illustrate their position in the market they serve: “Challengers,” “Niche Players;” “Visionaries” and “Leaders.” The two main over-riding criteria used to determine which quadrant a company is placed are “Ability to Execute,” which is the “Y” axis of the graph, and “Completeness of Vision,” which is the “X” axis (there are specific criteria used to determine a company’s “Ability to Execute” and “Completeness of Vision”). Companies are positioned along the “X” and “Y” axis with a single point on the graph, thus determining the quadrant where the company is positioned.

'We'll continue to build on our vision of a streamlined communications solution in order to give contact centers a viable alternative to the complicated tangle of proprietary devices offered by the rest of the pack,' Brown said. 'This year our customers can look for even more value for their money, including enhanced hosted deployment options, a totally unique process automation application, and break-through solutions for key vertical markets, including insurance, outsourcing, and collections.'

Interactive Intelligence recently announced that its new business process automation solution, Interaction Process Automation, is now generally available. The solution utilizes Interactive Intelligence’s call routing platform as a framework for automating routine “people-centric” business processes, such as the processing of loan applications or the on-boarding of employees. The company claims that by leveraging its IP-based unified communications platform to orchestrate the delivery of work, including a wide range of document and file types, organizations can capture, prioritize, route, escalate and track each step of a business process.
To learn more about IPA, click here.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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