Interactive Intelligence (News - Alert) was founded in 1994. The company offers a standards-based communications platform designed to unify every aspect of business communications, from multimedia interaction management, to phone calls, faxes, e-mails and Web chat. The company serves contact centers of all sizes, small to medium-sized businesses (SMBs), global 1,000 organizations, and large, distributed enterprises, including those with mobile workers. Key vertical markets include financial services, healthcare, legal, and higher education.
Joseph A. Staples is senior vice president of worldwide marketing for Interactive Intelligence. Staples was kind enough to answer a series of questions I posed regarding the trends shaping our industry and the future of IP
RT: What has been your company’s biggest achievement in 2007?
We’ve had two significant achievements in 2007. The first has been our strong growth — greater than 30 percent year-over-year. We think that this faster-than-market growth is a direct result of our innovative all-in-one communications software suite that helps customers increase revenue opportunities and operational efficiencies, reduce costs, and ensure investment protection. The second achievement is the release of version 3.0 of our flagship Customer Interaction Center (CIC) software. This breakthrough offering provides industry-leading VoIP
security, maximum scalability, new mobile applications, additional integrations with Microsoft (News - Alert) OCS, and simplified deployment across the enterprise.
RT: What can we expect to see from your company in 2008?
JS: Continued innovation to drive additional revenue opportunities for customers, particularly in the areas of analytics and business process automation.
RT: How do you see the communications market evolving?
JS: The best news is that it continues to grow. There are so many great applications now available that are enabled by a VoIP/SIP infrastructure, which is really good news since it’s these enhanced applications that result in true business value for the customer.
RT: How have presence, SIP and video changed your business?
JS: It was SIP that made applications such as video, presence, multimedia communications, remote agent tools, and mobile interfaces economically possible. As an early adopter of SIP, our business has significantly benefited from it.
RT: How do you think the future of the market looks?
JS: With VoIP adoption nearing mainstream, the market looks great. Companies are seeing the benefits from VoIP-enabled applications. Gone are the days of customers worrying if the technology is mature enough for deployment.
RT: Are you growing more quickly in the U.S. or abroad?
JS: Our growth is pretty consistent around the world. We’ve had consistently strong growth throughout North America, and our EMEA operations continue to increase their contribution to our bottom-line. This year we’re focusing more on certain regions in APAC, where we believe there is major growth potential.
RT: How about hosted solutions?
JS: We’ve had a hosted solution for several years, but in mid-2007 that market really seemed to take off. We’re seeing a lot more interest in deploying our products as “software-as-a-service.” We give customers a choice between that and premise-based. There are advantages to both.
RT: What will attendees see in your booth at ITEXPO (News - Alert) this month?
JS: We’ll be showing our complete line of all-in-one communications software for contact center automation, enterprise IP telephony, and enterprise messaging.
RT: What sorts of companies should come to your exhibit?
JS: Any company that wants to improve its business communications. In particular, our products and services are ideal for mid-size to large contact centers and enterprises, including large multinational organizations.
RT: Why should customers choose your company’s solutions?
JS: Our all-in-one, standards-based communications software suite and comprehensive global services help customers increase revenue opportunities and operational efficiencies, while reducing costs and ensuring investment protection. In short, we provide the most comprehensive business communications solutions in the most cost-effective manner.
RT: Please make one surprising prediction for 2008.
JS: The Boston Red Sox will NOT repeat as World Series champions. :-)
Rich Tehrani is President and Group Editor in Chief at TMC (News - Alert). In addition he is the Chairman of the world’s best attended IP Communications event, Internet Telephony Conference & EXPO.
Mark your calendars! Internet Telephony Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!