Report defines leaders as high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve, and a proven track record of delivering contact centre products

Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has been positioned by Gartner in the Leaders quadrant of its 2014 Magic Quadrant for Contact Center Infrastructure report1 www.inin.com

The Gartner report, which provides an analysis of vendors in the market based on their ability to execute and completeness of vision, is included in the Interactive Intelligence Contact Centre Automation newsletter, which can be obtained by visiting www.inin.com

According to Gartner, Leaders in its Magic Quadrant for Contact Center Infrastructure report are “high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision of how contact centre needs will evolve, and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk of deployment failure.”

Interactive Intelligence has been positioned as a Leader in Gartner’s Magic Quadrant for Contact Centre Infrastructure, Worldwide report for six consecutive years.

“We believe that our consistent placement in Gartner’s Leaders Quadrant is because we’re always looking ahead to what kind of technology innovation will give customers more value,” said Dr. Donald E. Brown, founder and CEO for Interactive Intelligence. “Today, we see this next innovation as a result of using the cloud and hybrid solutions in entirely new ways to give organisations unprecedented speed of deployment, scalability, reliability, and unique functionality to more positively engage their customers.”

In 1997 Interactive Intelligence introduced its all-in-one IP communications software suite, Customer Interaction Center ™ , to deliver multichannel applications minus the cost and complexity introduced by multipoint products. CIC, which can be deployed in the cloud or on-premises, offers contact centre automation, unified communications, and business process automation functionality. Vertical specialisations include financial services, insurance, debt collection and utilities.