Communications-in-the-Cloud Trends: Video Interview with Interactive Intelligence and Ventana Research
February 14 2011 - 10:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ) and Ventana Research
discuss communications-in-the-cloud trends in a recent video
interview. Key trends include the shift from a focus on cost to
functionality, and new ways vendors are addressing security
concerns.
“The traditional drivers for end-users adopting cloud-based
communications solutions come down to costs, resources, and risk,”
said Ventana Research vice president and research director, Richard
Snow. “But in talking to people more recently, the most commonly
cited drivers are flexibility and innovation. The ability to
flexibly scale up and down and quickly add new functionality is
huge for end-users. Even more important, they say, is innovation:
that is, using hosted communications to change the way their
company runs its business and communicates with its customers.”
Snow also identifies the most important criteria when evaluating
a cloud-based communications solution. “The three things people
tell me end-users should look for in a hosted communications
solution are functionality, functionality and functionality,” he
said. “More important than cost, end-users must find a supplier
that has a track record for meeting their unique functionality
needs.”
While the popularity of cloud-based computing has led to the
increasing adoption of hosted communications solutions, customers
remain somewhat cautious about security issues, according to
Interactive Intelligence chief marketing officer, Joe Staples.
“Customers, especially large enterprises, still have security
concerns associated with migrating communications applications to
the cloud,” he said. “However, vendors are offering new ways for
mitigating these concerns. For instance, we offer a hosted model
that enables customers to keep their voice traffic and recordings
inside their network. In addition, our 24/7-monitored data centers
are SAS 70-certified and include isolated virtualized servers for
each customer.”
Both Staples and Snow agree that cloud-based communications
solutions will see significant traction over the next several years
and beyond.
“I liken the adoption of hosted communications to voice over IP,
which started in the single digits and today has become the de
facto standard,” Snow said. “The drivers for VoIP were largely the
same as they are today for hosted solutions: reduced costs, fewer
resources, and increased innovation. Because of this, I believe
that in another seven years the adoption rate for cloud-based
communications will reach the 50 to 60 percent range.”
Staples backs this assertion, citing a dramatic increase in
customer adoption of the Interactive Intelligence cloud-based
communications solution for contact centers.
“Our 2010 communications-as-a-service revenue was up over 70
percent compared to 2009,” Staples said. “The demand we’re seeing
is indicative of a major shift in the market. To meet this demand
we continue to expand our services. Our plans this year include a
trial service so companies can ‘try before they buy,’ and the
addition of a central network operations center to our six global
data centers, which will provide 24x7 CaaS support and
services.”
To view the Interactive Intelligence and Ventana Research video
interview, visit:
http://www.inin.com/ProductSolutions/Pages/Communications-as-a-Service.aspx.
For educational resources about hosted communications solutions,
visit:
http://www.inin.com/ProductSolutions/Pages/Communications-as-a-Service.aspx.
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’s solutions can be deployed via an
on-premise or hosted model. Interactive Intelligence was founded in
1994 and has more than 4,000 customers worldwide. Interactive
Intelligence is among Software Magazine’s 2010 Top 500 Global
Software and Services Suppliers, and Forbes Magazine’s 2010 Best
Small Companies in America. 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 more than 800 people and is headquartered in
Indianapolis, Indiana. It has 19 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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