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Inner Circle Guide to Cloud Contact Center Solutions 2020

Frost and Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow

MIT Technology Review: Humans + Bots: Tension and Opportunity

Nemertes Business Value Analysis: Genesys Customer Experience Technology

US Customer Experience Decision-Maker’s Guide

Genesys named leader in gartner magic quadrant Genesys named leader in gartner magic quadrant
genesys scores highest on forrester waves genesys scores highest on forrester enterprise waves

2018 Contact Center Priorities

This report reveals the key goals organizations hope to pursue (or continue pursuing) in 2018. It evaluates specific focuses like the agent experience and digital transformation from a high-level, strategic perspective. It highlights the key investment categories organizations want to pursue in 2018. It also establishes the definition of a customer-centric brand; a label for which all customer contact functions aspire.  [more…]

2017 Gartner Magic Quadrant: Contact Center as a Service, North America

Genesys is positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center as a Service (CCasS), North America. The 2017 Magic Quadrant provides Gartner’s annual analysis of the North America CCaaS market.  [more…]

2017 Gartner Magic Quadrant: Contact Center Infrastructure, Worldwide

For the ninth year, Genesys is honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. Gartner placed Genesys highest among all vendors in ability to execute and completeness of vision. We believe this unique position validates our mission to power the world’s best customer engagement solutions for organizations of all sizes, both in the cloud and on premise. [more…]

2016 Forrester Contact Center Interaction Management For Large Contact Centers

Forrester Evaluates Large Contact Center Interaction Management Vendors Across 40 Criteria.  [more…]

2016 Forrester Contact Center Interaction Management For Midsize Contact Centers

Forrester Evaluates Large & Midsize Contact Center Interaction Management Vendors Across 40 Criteria.  [more…]


2016 Frost & Sullivan North American Cloud Contact Center Growth Excellence Leadership Award

“Interactive Intelligence has cracked the code on attaining and maintaining particularly strong growth in the cloud-based contact center market, and continues to excel compared to its competitors.” [more…]

2016 Frost & Sullivan North American Cloud Contact Center Visionary Innovation Leadership Award

“With over 20 years in customer contact, Interactive Intelligence is one of the more prominent providers of contact center solutions, and is one of the market leaders in customer care. Interactive Intelligence has been recognized numerous times in the past for customer value and market leadership, and continues to excel compared to its competitors based on the following criteria: company culture, vision alignment, and technological sophistication, a focus on unmet needs, growth performance, and growth pipeline.” [more…]

2016 Total Cost of Ownership of Cloud and Premise-Based Contact Center Systems

The choice of whether to deploy contact center infrastructure via premise-based technology or cloud-based services involves many variables, but as the quality of the tools converges, buyers need to look more closely at the relative costs in different deployment scenarios. Ovum’s research shows that there are situations in which larger, multisite service organizations can benefit from cloud-based solutions. We believe that the more applications and functions an enterprise includes with the core routing platforms, the better the cost profile for hosting compared with traditional premise-based systems. Some large enterprises continue to hesitate due to concerns about scalability, but Ovum regards the cloud as a mature and reliable way to deploy contact center technology. [more…]

2016 Gartner Magic Quadrant: Contact Center Infrastructure

Gartner rates contact center solution providers on their ability to execute and completeness of vision. [more…]

2015 Gartner Magic Quadrant for Contact Center as a Service, North America

The contact center as a service market in North America is growing rapidly, and can provide a viable alternative to traditional premises-based solutions across a variety of deployment sizes and levels of complexity. [more…]

2015 Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Vendor

This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares solutions based on the strength of their technology platforms, the views of their customers, and the impact that each company has in the marketplace. [more…]

2014 Interactive Intelligence Customer Service Experience Study

The Interactive Intelligence Customer Service Experience Study (Wave II) was designed to answer these two questions: “What do customers want in a great service experience?” and “What do customers and companies want from the technology behind that great customer experience?” The Wave II study was conducted between March and May of 2014. This study is a follow-on to a similar study (Wave I) conducted in 2013. [more…]

2014 Frost & Sullivan North American Contact Center Company of the Year Award

Interactive Intelligence is a strategic leader in all aspects of Contact Center Systems, as shown by its systematic innovation across the product portfolio, as well as how it addresses the core needs of its customers through increased scale, reliability, and flexible deployment options. For these specific reasons, Frost & Sullivan is pleased to present Interactive Intelligence with the 2014 North American Contact Center Systems Company of the Year Award. [more…]

 2014 US Contact Center Decision Makers Guide

The “US Contact Center Decision-Makers’ Guide (2014 – 7th edition)” is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. Taking a random sample of the industry, a detailed structured questionnaire was answered by 204 contact center managers and directors between January and February 2014. Results were analyzed in March and April 2014. The result is the 7th edition of the largest and most comprehensive study of all aspects of the US contact center industry. [more…]

2013 US Contact Center Decision-Makers’ Guide

This Decision-Makers’ Guide from ContactBabel offers the largest and most comprehensive study to date of all aspects of the US contact center industry: performance, operations, HR, and technology, including the degree to which centers are turning to cloud-based solutions. Read the survey results and analysis from more than 200 contact center managers and directors in this exclusive version of the Decision-Makers’ Guide, sponsored by Interactive Intelligence. [more…]

2013 Frost & Sullivan North American Cloud-based Contact Center Solutions Company of the Year

Interactive Intelligence has grown a feature-rich set of contact center offerings with a large and loyal customer base. Year after year it continues to grow and customize offerings in each area it targets, whether through a certain vertical market or a particular line of business. Interactive Intelligence CaaS is a jewel in this impressive solution mix that scales and changes as business needs require. For all of these reasons, Frost & Sullivan is pleased to again present Interactive Intelligence with the 2013 Company of the Year Award for Cloud-based Contact Center Solutions. [more…]

2011 Frost & Sullivan, Company of the Year Award, Contact Center Systems, North America

Based on the findings of this Best Practices research, Frost & Sullivan is proud to present the 2011 North American Company of the Year Award in Contact Center Systems to Interactive Intelligence. The Company of the Year Award is a prestigious recognition of Interactive Intelligence’s accomplishments in the Contact Center Systems Market. [more…]

2010 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Consider Interactive Intelligence when looking for an all-in-one suite of tightly integrated contact center applications across a wide range of scalability requirements. This includes environments that contain multiple PBX and/or IP-PBX vendors, or when you want to separate timing of their contact center and PBX decisions. [more…]

2009 Gartner Magic Quadrant for Unified Communications

The Interactive Intelligence Customer Interaction Center (CIC) is an all-in-one software solution. It includes telephony, audioconferencing, unified messaging, rich presence with instant messaging, business process automation, a range of client and device options, and the ability to integrate with contact center and other applications. The solution also integrates with leading third-party unified communications and video solutions. [more…]

2009 North American Agent Performance Optimization

The Frost & Sullivan Award for Product Differentiation Innovation is presented each year to the company that has best demonstrated the ability to develop and/or advance products with more innovative capabilities than competing vendors and products. This Award recognizes the company’s successful adoption of new or existing technology that has become a part of its well-designed product family. Interactive Intelligence has hit on a brilliant strategy for bringing the functional benefits of unified communications to contact centers in a way that makes contextual sense. And in the process, the company has a strong chance to embed its applications in end users’ minds as the problem-solving applications of choice. [more…]

All-in-One versus Multi-Point Solutions: Adoption Strategies

Contact center managers surveyed by BenchmarkPortal tell what they learned about migrating to an all-in-one solution: that a rip-and-replace approach is not needed, that migration can successfully follow different paths, and that self-knowledge, meticulous planning and ongoing integration capability are key. [more…]

All-in-One versus Multi-Point Solutions: Comparison of Solutions

Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality. Read the report’s full results. [more…]

All-in-One versus Multi-Point Solutions: Cost Comparison

BenchmarkPortal published findings based on a contact center survey showing that all-in-one systems were preferred over multi-point systems. This report explores the costs of both systems, with survey findings showing a lower total cost of ownership for all-in-one versus multi-point contact center systems. Read the report’s full results. [more…]

Building an ROI Model for a Cloud-Based Contact Center

Increasingly companies have the option to choose between on-premises and cloud deployment for their contact centers, or a mixture of both. The cloud is generating much of the buzz these days, but the business case is not always as clear-cut as some vendors would have you believe. In our benchmark research on agent performance management, 64 percent of companies preferred on-premises systems for their contact centers, 21 percent preferred cloud-based, and 22 percent had no preference. [more…]

Building the Business Case for a Cloud-based Contact Center

Cloud-based contact center solutions are altering the dynamics and responsibilities of operating environments. As a value proposition, business and IT managers have found the cloud’s cost-effective service appealing. But to make sure senior management is also comfortable with the financial advantages of a cloud-based solution, it is essential to build a solid business case first. [more…]

Business Communications: The Next Wave in Cloud-Based Computing?

Cloud computing has quickly established its rightful place in modern IT organizations, helping enterprises become more agile while keeping costs in line. And with near-mainstream appeal, the new delivery model has proven its stripes with applications like messaging, storage and CRM. Now, technology innovators are applying what they’ve learned—and what they’ve gained—to business communications. This [more…]

CIO Market Pulse: Communications-as-a-Service

According to a new survey from IDG Research Services, more IT leaders are turning to the cloud “as a service” model to deploy businesses communications applications. And they’re doing so in a number of industries, at an increasingly significant rate. Read the survey’s findings, and the rationale of IT leaders for choosing the cloud, in [more…]

Cloud Contact Center Market Trends: Movement from Best-of-Breed to Suites (Frost & Sullivan)

For contact centers, moving to the cloud is no longer the question. The question is: What’s the best approach? According to the findings in this Executive Brief from Frost & Sullivan, best-of-breed and full-suite cloud solutions are both viable approaches at this point. Long term, however, full-suite cloud solutions will become the preferred model. [more…]

Cloud Momentum Boosts Trends in the Contact Center (Frost & Sullivan)

In the latest full-year statistics for cloud solutions in the contact center, 2012 marked the first year in which the spend for cloud contact centers surpassed the premises-based contact center market. This Frost & Sullivan paper examines why organizations of all sizes are now embracing the cloud and the options it gives them, and discusses the drivers that [more…]

Customer Experience Research Study

“What do customers want in a great service experience?” and “What do customers and companies want from the technology behind that great customer experience?” With one survey for consumers and a separate survey for IT professionals and customer care leaders, this in-depth study provides two distinct views of what contributes to a great customer experience, [more…]

Emerging Trends and Technologies Shaping the Contact Center Industry in the New Economy (Frost & Sullivan)

A recent survey of contact center executives conducted by Frost & Sullivan reveals that most customer care organizations are planning to make investments to improve customer satisfaction and the customer experience. The study was based on responses from over 300 contact center organizations in North America surveyed in April 2010, and drew comparisons to the corresponding 2009 contact center survey. [more…]

Inner Circle Guide to Cloud-Based Contact Center Solutions

That cloud-based contact center solutions are appealing right now comes down primarily to the increased functionality of hosted applications and the proven success and acceptance of the cloud itself. This report from ContactBabel, sponsored by Interactive Intelligence, details the drivers for cloud-based contact center solutions, along with key factors for implementation and use. [more…]

IT Spending in a Down Economy: Smart Investments Make for Competitive Advantage

The economy is the topic of many water-cooler discussions and boardroom debates worldwide. IDG Research discovers how today’s economic conditions are affecting CIOs’ purchase decisions. [more…]

Managing the Customer Experience during Phone Calls: Using Real-Time Word and Phrase Spotting to Influence the Outcomes of Calls

Real-time word and phrase spotting can influence the outcome of calls. Unlike most other forms of interaction, a phone call is answered in real time and organizations are thus dependent on the person, typically a contact center agent, answering the call to shape its outcome. An analysis of a recording after the event can reveal problems with the call but cannot retrospectively influence how the call was conducted or its outcome. To influence the outcome of a call, organizations need to carry out the analysis in real time. [more…]

Secret to a Lasting Relationship or How Proactive Customer Contact Improves Customer Satisfaction (Frost & Sullivan)

Businesses have called their customers using auto dialers and telemarketing for years. But with proactive customer contact (PCC), companies are now building creative applications that leverage customer and product information from across the enterprise — to extend personalized messages and sales offers that grow customer relationships and enhance loyalty. Read what companies are doing to [more…]

Success with Remote Agents – Is Not so Remote

Thanks to social media, expectations for customer service and support have sky-rocketed — and remote agents are the answer to keeping up. Thanks to the new breed of centralized all-in-one IP communications systems, companies anywhere, of any size, can successfully utilize remote agents. Read how from some industry experts: Blair Pleasant of COMMfusion LLC, [more…]

Telephone Consumer Protection Act Guide

This concise summary of the TCPA statute and related regulations explains the new rules and their known impacts on enterprises (the organizations making the outbound contact) and recipients (people on the receiving end of the interactions). [more…]

Today’s Enterprise Workforces: Remote But Not Isolated

In conjunction with CIO Custom Solutions Group, IDG Research Services recently surveyed enterprise decision-makers on IP communications and remote employees, and the results were favorably uniform: IP telephony keeps remote employees connected, communicating and collaborating as effectively as their in-office counterparts. Read what else respondents had to say. [more…]