Interactive Intelligence. Joe Staples Chief marketing officer Interactive Intelligence

Transcription

1 Interactive Intelligence Joe Staples Chief marketing officer Interactive Intelligence

2 As We Get Started 2

3 As We Get Started 3

4 As We Get Started 4

5 What We Do Customer Interaction Center All-in-One Platform

6 Multiple Delivery Models Customer Interaction Center All-in-One Platform

7 History of Innovation All-in-one communications platform: PBX, ACD, IVR & Presence Skills based routing of calls, chats, s (MM) Predictive dialing Speechenabled IVR SIP architected IP contact center suite Agent scoring Screen recording Increased reliability & Stability (>5K/server) SIP based multisite routing Microsoft Lync Integration Cloud RightNow Integration re-architected: enhanced security, reliability & flexibility Global data center expansion & NOC ARM Vertical Solution Mobile Customer Care Enhanced scalability, experience & management IP COMMUNICATIONS CLOUD COMMUNICATIONS Quality monitoring Knowledge base Cloud communications suite: ACD, IVR, MM, outbound, QM & UC All-software IP-PBX Interaction tracking WFM SIP based predictive dialing Increased security & enhanced mobility Salesforce integration Automated post-call surveys Communications based process automation Free online cloud trial Realtime speech analytics Strategic Planning 8

8 Significant Differentiation Multichannel communication. Opening new channels of communication to enhance the customer experience. Real-time speech analytics. Providing contact center managers the ability to know what to pay attention to. Like 9

9 Significant Differentiation Mobile customer care. Linking mobile devices to the contact center and providing agents with contextual data. Strategic planning. Solving complicated staffing and planning problems quickly and with pin-point accuracy. Contextual Data Contextual Data Queued Callback Screen Pop 10

10 Significant Differentiation CRM and UC integration. Dedicated development team productizing integrations. Social Media Integration. Routing and queuing social media like any other interaction. CRM ERP PBX Call Recording Unified Communications Databases Speech Engines 11

11 Contact Center Market Leadership The Magic Quadrant is copyrighted 2012 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 12

12 Our Growth Strategy In 2006 we set a growth strategy anchored in moving up-market. Results: 2005: Average deal size = $87k 2005: Number of deals over $250k = : Number of deals over $1M = : Average deal size = $306k 2012: Number of deals over $250k = : Number of deals over $1M =

13 Interactive Intelligence Customers More than 5,000 customers in 90 countries Products offered in all major European and Asian languages 14

14 Why Become an Interactive Intelligence Reseller The contact center is hot! (lots of applications) Don t compete with 15 other vendors of the same product inside your geography Sizable services component Better margins selling fewer, larger deals Channel friendly 15

15 INTERACTIVE INTELLIGENCE DELIBERATELY INNOVATIVE