Global growth consulting firm Frost & Sullivan has interviewed Interactive Intelligence Group Inc. (Nasdaq: ININ) Founder and CEO Dr. Donald E. Brown about his vision for cloud communications technology.
The Frost & Sullivan Movers & Shakers video highlights Dr. Brown’s views on what’s driving cloud communications technology and how it will shape the future of customer service.
“People’s modes for social interaction are very different today, which has changed their customer service expectations,” Dr. Brown said. “The cloud is playing a vital role in this change because it enables companies to more easily offer customers new communications options, such as Web chat, text messaging, and video. Combined with the benefit of offloading IT staff from the daily grind of things like server updates so they can focus on projects that directly impact the customer experience, the cloud is by far the most impactful technology trend today.”
The Movers & Shakers video includes commentary from Frost & Sullivan Principal Analyst Nancy Jamison , who elaborates on the importance of the cloud to multichannel communications.
In the video, Dr. Brown also shares how the cloud will provide access to an increasing amount of intelligent and predictive information, which companies can use to further enhance their customers’ experience. “In our industry, if you’re not bold you’re obsolete,” he said. “Intuitive new tools will enable companies to create a customer service experience that today they can only dream of.”
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last three consecutive years.Interactive Intelligence employs more than 1,700 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.