Vendor profile: Interactive Intelligence

Business communication software experts Interactive Intelligence discuss their regional goals and successes as well as their products.

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Vendor profile: Interactive Intelligence Shaheen Haque, territory manager, Middle East & Turkey at Interactive Intelligence says that Saudi Arabia is becoming one of the key growth countries for Interactive Intelligence.
By  Georgina Enzer Published  May 10, 2013

Business communication software experts Interactive Intelligence discuss their regional goals and successes as well as their products.

How did interactive intelligence start and what is its history to date?

Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. It employs approximately 1,400 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.

Interactive Intelligence continues to expand both its global and vertical presence, which includes the following key acquisitions:

• 2009: AcroSoft - document management solutions for the insurance industry
• 2010: Latitude Software (debt collection software and services)
• 2011: Agori Communications (Germany-based Interactive Intelligence reseller)
• 2011: CallTime Solutions (Australia/New Sealand-based Interactive Intelligence reseller)
• 2012: ATIO (South Africa/Sub-Saharan Africa-based Interactive Intelligence reseller)
• 2012: Brightware (Netherlands-based Interactive Intelligence reseller)
•  2012: Bay Bridge Decision Technologies (Maryland-based provider of contact centre forecasting, capacity planning and strategic analysis technology)

Interactive Intelligence sells its award-winning solutions through a global network of 350-plus vale-added resellers. In addition to a mature and expansive reseller channel, Interactive Intelligence also offers a wide range of services via its Global Services teams (Support, Managed Services, Professional Services and Education) with more than 330 service employees worldwide.

What does Interactive Intelligence do?

Interactive Intelligence is a global provider of business communications software and services for contact centre automation, unified communications, and business process automation. The company has developed an all-in-one IP communications software suite that’s scalable and standards-based, offering single platform architecture with inherent multichannel processing to deliver comprehensive applications minus the cost and complexity introduced by multi-point vendors. The Interactive Intelligence product line is ideal for mid to large-sised contact centres and businesses, global 1,000 organisations and distributed enterprises, including those with remote and mobile workers.

Vertical specialties include financial services, outsourcer/teleservices firms, insurance companies, credit and collection agencies, and utilities. The Interaction Centre Platform  is the foundation on which all Interactive Intelligence products are based. This solution centralises business interactions including phone calls, e-mail, faxes and web chats/callbacks as well as business processes.

What is your presence in the Middle East region?

Interactive Intelligence’s Middle East regional office is in Dubai Internet City in Dubai, UAE and from here we service the whole of the Middle East, Turkey, Pakistan, and Northern Africa.

We also have an office and increasing presence in Riyadh, Kingdom of Saudi Arabia as this is becoming one of the key countries for our regional growth.

In the Middle East Interactive Intelligence has a predominately channel driven approach and we have a strong certified partner base across the region. Interactive Intelligence makes it a point to have a high degree of involvement with the channel.

We employ a ‘direct touch’ sales approach with end-users and work on opportunities alongside our partners, as this helps build the confidence of clients and allows a significant push of our industry innovations.

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