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Post on 25-Jan-2015




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  • 1. Cloud and on-premises delivery models Innovation Sources: Miercoms 2013 Performance-Veried certication for Customer Interaction Center 4.0 (contact center). Gartners 2014 Magic Quadrant for Contact Center Infrastructure, Leaders Quadrant. Software Magazines 2013 Software 500 (a ranking of the largest software and services providers in the world.) Voice Self-service CRM and UC Integrations Multichannel ACD Outbound Dialing Workforce Optimization Unified Communications Mobile Business Process Automation Collections Reporting TM 1st 1st 1st 1st 1st 1997 2001 2002 2005 2006 2007 2009 All-in-one platform offering PBX, ACD, IVR and presence Skills-based routing of calls, chats, emails (MMQ) Quality monitoring 1st SIP- architected IP contact center suite Speech- enabled IVR Agent scoring Interaction tracking WFM All-software IP PBX Screen recording SIP-based predictive dialing SIP-based multi-site routing Status sync to Microsoft Lync Automated post-call customer satisfaction surveys IPCOMMUNICATIONS Knowledge base Predictive dialing 1998 1999 2003 2004 2008 1st Communications- based process automation Contact center choice of CaaS or premise 2010 2011 Insurance vertical solution ARM vertical solution Real-time speech analytics 2012 Mobile customer service SOLUTION BREADTH AND DEPTH Cloud-based orders in 2013 were up 87 percent year-over-year CaaS seat CAGR up 67 percent (compound annual growth rate 2010 to 2013) INTERACTIVE INTELLIGENCE WHY Miercoms 2013 Performance Veried certication for Customer Interaction Center 4.0 (Contact Center) Positioned as a Leader in Gartners Magic Quadrant for Contact Center Infrastructure, Worldwide (six consecutive years) Software Magazines 2013 Global Top 500 Software and Services Companies (13th consecutive year) EU/SWISS SAFE HARBOR ISO 9001:2008 ISO 27001:2005 JITC PCI DSS 2.0 SSAE16 SOC2 TYPE II Certications OVER OVER in more than 100 countries in approximately 60 countries 87 67 2013 2012 $318.2M $237.4M Revenue Growth $318.2 million An increase of 34 percent over 2012 1,900 GLOBAL EMPLOYEES 6,000 CUSTOMERS OVER OVER 350 RESELLERS In business since 1994, backed by more than COMMUNICATIONS IN THE CLOUD GROWTH COMPANY ACHIEVEMENTS AWARDS