Interactive received highest score possible in strategic planning
criterion; scored highest overall among all vendors evaluated in
commercial model criterion
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of
cloud services for customer engagement, communications and
collaboration, has been ranked a strong performer by Forrester Research
Forrester Wave™: Workforce Optimization (WFO) Suites, Q3 20161.
"Our ranking as a ‘strong performer' underpins the success our nearly
3,000 WFO customers have experienced as a result of our all-in-one
solution," said Ric Kosiba, Interactive Intelligence vice president of
Decisions. "By enabling businesses to analyze employee performance in
order to make accurate predictions on a daily, weekly, monthly and even
yearly basis, our WFO customers have been able to exceed operational
goals while optimizing costs."
Forrester gave Interactive Intelligence the maximum score possible in
the strategic planning criterion. According to the report, Interactive's
"all-in-one suite includes a powerful strategic planning tool with the
ability to analyze profitability by metrics such as service level."
"By deploying our strategic planning application, Interaction
Decisions™, our customers consistently save between 5 and 10 percent in
labor costs and receive a full return on investment within six months,"
Kosiba said. "It allows for rapid scenario development and archiving for
future comparison, which helps forecast staffing needs, develop
efficient just-in-time hiring and overtime plans, as well as project and
maintain an accurate budget."
Forrester also ranked Interactive Intelligence highest overall in the
commercial model criterion.
"We believe our high commercial model score reflects our affordable and
flexible pricing options," Kosiba said. "We offer very competitive
pricing for our on-premises WFO customers, as well as a flexible and
affordable subscription model for our cloud-based customers. In either
scenario, customers only pay for the applications they require,
resulting in a high value proposition."
Additionally, the company's interaction recording capability received a
four out of a possible five score. According to Kosiba, "One significant
benefit we offer is true multichannel recording functionality that's
built into our platform, which enables quality assessment across all
Interactive Intelligence offers WFO functionality as part of its on-premises
customer engagement software suite, and as part of both its public
customer engagement cloud offerings. Interactive's WFO offering includes
interaction recording, quality monitoring, workforce management,
strategic planning, real-time analytics, performance management and
For more information about Interactive Intelligence WFO solutions, visit https://www.inin.com/customer-engagement/workforce-optimization.
The Forrester Wave™: Workforce Optimization (WFO) Suites, Q3
2016 is an independent evaluation that compares the current offering,
strategy and market presence of the nine most significant vendors in the
WFO market across 39 criteria.
1The Forrester Wave™: Workforce Optimization
Suites, Q3 2016, Forrester Research, Inc., Aug. 24, 2016.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) 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. For
more information, visit www.inin.com.
Interactive Intelligence is the owner of, and holds certain
registrations for, the marks INTERACTIVE INTELLIGENCE, its associated
LOGO, PURECLOUD and numerous other trademarks and service marks in the
United States and various other jurisdictions around the world. All
third-party trademarks mentioned in this document are the property of
their respective owners.
View source version on businesswire.com: http://www.businesswire.com/news/home/20161107005053/en/
Christine Holley, +1 317-715-8220
Director, Market Communications
Source: Interactive Intelligence Group Inc.
News Provided by Acquire Media