Interactive Intelligence’s success in Brazil has been the result of strong technology and an experienced team
Based on its recent analysis of the hosted and cloud contact center industry, Frost & Sullivan recognizes Interactive Intelligence with the 2016 Brazilian Frost & Sullivan Award for Visionary Innovation Leadership. Interactive Intelligence has been a top competitor in the Brazilian cloud contact center market ever since it established a footprint in Latin America in 2011. Its winning combination of an experienced team, state-of-the-art technology, and focus on providing high customer value, building long-term relationships, and benchmark-setting innovation earned Interactive the largest share in the Brazilian market in 2015.
After its initial cloud launch in 2009, Interactive Intelligence released PureCloud®. It’s unique microservice architecture running on the scalable Amazon Web Services Cloud enables companies to deploy in days, while offering continuous delivery of the most innovative customer engagement features. In addition to rich customer engagement features, PureCloud® offers business communications and collaboration functionality.
This all-in-one cloud solution was designed from the ground up to address all the challenges in the Brazilian market. Additionally, Interactive Intelligence leveraged its strong knowledge of the technology and Brazil’s market environment to offer solutions that addressed regional needs. It partnered with regional telcos to make its technology suitable for distinct customer environments and optimally adapt its tools and features to support customers’ business processes.
“Acknowledging the inadequacy of Brazil’s telecommunications infrastructure, Interactive Intelligence made earnest efforts to ensure that its hosted and cloud contact center solutions were highly reliable,” said Frost & Sullivan Research Analyst Maiara Munhoz. “First of all, it used state-of-the-art technology to provide high quality voice over IP, as well as partnered with telecommunications companies to serve customers rapidly and efficiently.”
The most important advantage, PureCloud® is based on a modern microservice architecture. A failure in one microservice has no impact on another. Furthermore, microservices are independently scaled to adjust to any area needing more resources, thereby enabling companies to quickly add new applications.
Interactive’s PureCloud Engage℠ delivered from the PureCloud® platform offers contact centers rich omnichannel customer engagement and business communications functionality. Recent and future PureCloud Engage℠ features include Twitter monitoring and routing, bullseye routing, Web co-browsing, and advanced multimodal interactions.
Despite widespread customer concerns about the security of hosted and cloud-based solutions, Interactive grew its 2015 cloud revenues by more than 60%. In the Brazilian market specifically, Interactive Intelligence’s success is driven by a highly efficient and experienced team of experts implementing technologies in the domestic environment.
“The company uses its own cloud solution, PureCloud®, to communicate internally,” Munhoz noted. “By using the tools they offer to customers, employees are empowered to freely collaborate online, share their ideas for products and processes, and participate in the company’s growth and innovation journey.”
Each year Frost & Sullivan presents this award to the company that has demonstrated the understanding to leverage global mega trends, and integrate the vision into processes to achieve strategic excellence. The award recognizes the efficacy of the recipient’s innovative process and the impact it has on business and society at large.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
About Interactive Intelligence
Interactive Intelligence Group, Inc. (inin.com) is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 150-plus pending patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide.
About Frost & Sullivan
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