Photo - Simon Lee, Regional General Manager for Asia, Interactive Intelligence (ININ)
Contact centre solutions provider Interactive Intelligence has won the Frost & Sullivan Asia Pacific Emerging Vendor of the Year 2012 award in the contact centre applications market, said analyst firm Frost & Sullivan.
"Interactive Intelligence (ININ) has expanded its customer base across its key markets in Asia Pacific and is positioned and equipped now with a strong product portfolio and solid growth strategy," said Frost & Sullivan Asia Pacific industry manager, ICT practice, Krishna Baidya.
"By winning customers in both premise and cloud markets - and offering easy migration between the two -Interactive Intelligence is also driving home the message that there exists communications solutions with very flexible deployment models. Given its innovative, attention-grabbing customer engagement solutions, we strongly believe Interactive Intelligence is well positioned to continue moving up the ranks in the Asia Pacific contact centre applications market," said Baidya.
According to Frost & Sullivan, the Asia Pacific contact centre applications market was estimated to be worth US$805.2 million in 2011, a 13.1 per cent growth over the previous year. The market in 2012 is estimated to be worth US$890 million. Interactive Intelligence grew its contact centre applications revenue in Asia Pacific by more than 25 percent in the year 2011.
A part of the Frost & Sullivan Asia Pacific Best Practices Awards programme, this award is presented each year to the company that exhibits excellence in revenue and market share growth; innovation and differentiation strategies; major customer wins and milestones; and outstanding achievements and the ability to become a major force within the industry.
Award solidifies position in Malaysia and ASEAN
Speaking in Kuala Lumpur on 14 November 2012, ININ regional general manager for Asia, Simon Lee, said: "The recognition bestowed to Interactive Intelligence by leading analysts like Frost & Sullivan is a reflection of the continuous improvements to our leading edge product and for being market leaders in offering superior and value-enhancing contact centre and BPO [business process outsourcing] solutions. With this award it will further solidify our brand position in Malaysia and the ASEAN market."
"We are excited about the prospect for growth in the Malaysian market because of our leading edge software-based contact centre solution," said Lee. "We continue to grow our revenues quarter on quarter, year on year despite the economic blues and uncertainty and the challenges faced by the industry."
"Ever since we launched our cloud-based contact centre more than two years ago and with eight data centres worldwide now, we have had tremendous growth in this area having garnered huge successes with global rollouts and supporting thousands of users that now makes us the leading, or perhaps, the biggest in the cloud-based contact centre offering," he said. "Our cloud-based contact centre option will certainly open up huge potential for us especially to companies that are looking at OPEX [operating expenditure] instead of CAPEX [capital expenditure] and in the more matured market or vertical that are either looking at replacement of their existing but obsolete switch-based platform that are expensive to maintain or upgrade."
Interactive Intelligence differentiates itself with its flagship offering Customer Interaction Center (CIC) - an open, all-in-one IP [internet protocol] communications software suite. CIC is transport and switch-agnostic, making it widely deployable in almost any environment, he said.
CIC also includes SIP-based [session initiation protocol] switching, unified communications capabilities, e-mail response and knowledge-based management, as well as business process automation capabilities. All this has enabled customers to derive value across the enterprise by integrating contact centre with broader enterprise applications.
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