Interactive Intelligence wins IP contact centre award

Interactive Intelligence has won the IP Contact Center Market Challenger PilotHouse award from Nemertes Research.

Interactive Intelligence beat finalists Aspect, Genesys, NEC, ShoreTel and Siemens by receiving the highest overall score based on end-user ratings in the categories of technology, customer service, and value.

Of note, Interactive Intelligence received the highest technology and value scores among all finalists, and even received the highest overall score among the Nemertes IPCC Market Leader winner and finalist, Avaya and Cisco, respectively.

“This year’s IPCC PilotHouse ratings show a fairly sizeable difference in the scores of the Market Leaders and Market Challengers, with one exception: Interactive Intelligence,” said Nemertes’ vice president and service director, Irwin Lazar. “It was the only Market Challenger to outscore all Market Leaders in overall score.”

According to the report, key to Interactive Intelligence’s victory was its technology score. “Interactive Intelligence’s solution gets the top score for technology,” Lazar said. “Interactive Intelligence benefits from its tightly integrated unified communications offering, its flexible model for delivering integrated on-premises and cloud-based offerings, and its business process automation engine.”

Contributing to the win was Interactive Intelligence’s value score, which was also top among all IPCC vendors. “This basically says IT professionals feel they are getting a lot of bang for their buck,” Lazar said.

The Nemertes PilotHouse awards for IPCC, now in its third year, recognises IP contact centre vendors that offer solutions such as automatic call distribution, interactive voice response, computer telephony integration, and related applications over an IP-based service.

Vendors are selected for the awards based on a survey of IT professionals who submit ratings of their providers in the categories of technology, customer service, and value. This year’s ratings were based on more than 1,500 qualified submissions from IT professionals.