Interactive Intelligence’s Contact Center Software Earns a Best Technology Innovation Award

Patrick Barnard
Group Managing Editor, TMCnet

Interactive Intelligence’s Contact Center Software Earns a Best Technology Innovation Award

In 2005,, one of the largest city destination travel websites in the world, installed Interactive Intelligence’s Customer Interaction Center (CIC) software in its customer service center. Two years later the company won Contact Center World’s “Best Technology Innovation Award,” which was presented during the “Best of the Best in Americas” conference held earlier this month in Orlando, Fla. won the award after undergoing two rounds of judging by industry peers. It was reportedly one of 200 entrants vying for the award.

In order to win, entrants had to present “findings,” presumably showing how their contact center software helped them gain efficiencies, cut costs, improve agent performance and boost customer retention.

As a winner, the company can now enter into Contact Center World’s “Best of the Best in the World” award competition, to be held at an upcoming conference later this year.

During the awards ceremony held during the “Best of the Best in Americas” conference,’s director of customer contact Rob Cate said the company saw a “dramatic return on investment” after it started using Interactive Intelligence’s contact center software.

“Before we deployed the Interactive Intelligence software we had 128 agents who handled about 37,000 calls per month,” he said. “With CIC’s ability to consolidate multiple systems and interfaces, we now employ 48 agents who handle about 90,000 interactions per month. That’s a 57 percent reduction in agents, and a 117 percent increase in interaction handling.”

Cate said the software also reduced agent errors by 90 percent, sped-up service and reduced the number of abandoned calls. uses the full Interactive Intelligence unified communications suite, including its CIC software, as well as add-on modules for multimedia recording, quality monitoring, e-mail response management, Web self-service and workforce automation.

Interactive Intelligence founder and CEO, Dr. Donald E. Brown said in a press release that’s experience with the software “is an incredible illustration of the benefits a company can realize by migrating from a traditional phone-only call center, to an ‘intelligent’ multi-channel contact center using open, standards-based architecture.”

“Now unrestrained by technology limitations, is fully realizing its commitment to the customer experience – from its ability to timely respond to customers regardless of the communications channel used, to automated quality monitoring for superior customer service,” he said.

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