Senior Frost & Sullivan Analyst Discusses Top Contact Center Trends at Interactive Intelligence 2010 User Forum
June 03 2010 - 2:38PM
Business Wire
Frost & Sullivan’s global program director, Ashwin Iyer,
shared emerging contact center trends in a keynote he delivered
last week at the 2010 Interactive Intelligence (Nasdaq: ININ) User
Forum.
The forum, held at the company’s global headquarters city of
Indianapolis, Indiana, drew approximately 350 customers and more
than 500 total attendees.
In his keynote titled “Your Passport To The Future Of Customer
Care,” Iyer discussed the following contact center trends: customer
interaction channels; proactive customer contact; hosted contact
centers; and social media customer engagement.
Highlights about these emerging trends, which were based on a
Frost & Sullivan North American customer survey conducted in
April, included the following:
- Customer satisfaction back as
a top priority – A full 50 percent of respondents were profiled
as “customer-oriented,” with 35 percent profiled as seeking the
“latest and greatest” applications, and the remaining 15 percent
profiled as “cost-focused.”
- Growth of hosted services;
increasing adoption by large contact centers – The fastest
growing segment for hosted contact center adoption were respondents
representing contact centers with more than 500 seats (from 35
percent in 2009, to 47 percent in 2010); among all size segments, a
total of 30 percent indicated they would use hosted services in
2010, up from 24 percent in 2009.
- Rapid growth of social media
customer interactions– Of respondents surveyed, 30 percent
indicated they support social media customer activity and
interactions on external social media sites (facebook, twitter,
etc.), and 29 percent indicated they monitor and extract
intelligence from this activity; of social media benefits, the top
three cited were to “provide better customer service,” (75
percent), “drive sales,” (58 percent), and “drive customer loyalty”
(54 percent).
- Growth of Web collaboration,
text and video – Of supported inbound interaction channels,
growth from 2009 to 2010 was highest for text/SMS (25 percent
increase), video (15 percent increase), and Web-based interactions
(8 percent increase).
- Consistent customer
experience across channels continues to be a high priority across
industries – The largest majority of respondents – 67 percent –
rated ensuring consistent service across channels as a “very high
priority” or “high priority.”
- Significant increase in
proactive customer contact activity across industries – Of
three types of outbound customer programs, the majority -- 65
percent -- indicated they would increase their “proactive,
value-add customer contact” programs over the next two years; 43
percent said they would increase their “sales and marketing”
programs, and 42 percent said they would increase their
“collections” programs.
“It was good to learn that Interactive Intelligence has
uncovered among its own customer base virtually the same trends
Frost is seeing,” Iyer said. “Even more pleasing was learning how
the company is working to address these trends.
“Examples shared at its User Forum included the vendor’s
outbound agentless dialing feature, enhanced hosted services that
now include a Web portal for simplified administration, and
upcoming integrations with providers of social media analytics
applications. Clearly, Interactive Intelligence is listening to its
customers and responding with innovative and unique solutions,”
concluded Iyer.
Frost & Sullivan is a global industry analyst firm that
helps clients accelerate growth by providing disciplined research
and best-practice models. The firm employs 1,800 analysts,
consultants, and visionaries who cover more than 300 markets and
250,000 companies from its 40-plus global offices. To learn more
about Frost, visit www.frost.com.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global
provider of unified business communications solutions for contact
center automation, enterprise IP telephony, and business process
automation. The company was founded in 1994 and has more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, is a
BusinessWeek “hot growth 50” company, and is among Fortune Small
Business magazine’s top 100 fastest growing companies. The company
is also positioned in the leaders’ quadrant of the Gartner Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 650
people and is headquartered in Indianapolis, Indiana. It has 14
offices throughout North America, Latin America, Europe, Middle
East, Africa and Asia Pacific. Interactive Intelligence can be
reached at +1 317.872.3000 or info@inin.com; on the Net:
www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks
INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other
marks. All other trademarks mentioned in this document are the
property of their respective owners.
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