Interactive Intelligence

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Transcript of Interactive Intelligence

  • 1. Interactive Intelligence Inc. Corporate Overview
  • 2. Interactive Intelligence Customers
  • 3. Next Generation Customer Service We have two edges over our competition how we serve the customer and our knowledge. Consumer Reports Best Online Retailers 2012, 2013
  • 4. Todays trends Cloud, Mobile, Analytics, Social
  • 5. Customer Service and the Cloud Ecosystem
  • 6. Customer Service and the Mobile Customer
  • 7. Customer Service and the Mobile Employee
  • 8. Customer Service and Real-time Analytics
  • 9. Social Customer Service
  • 10. The Nexus of Forces The easy availability of cloud services, social communities and mobile devices and the means to consume a wide volume, variety and velocity of information places a great deal of power in the hands of the average business consumer. Gartner 2013
  • 11. Magic Quadrant for Contact Center Infrastructure, Worldwide Gartner, Inc., June 2013 This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Interactive Intelligence in the latest newsletter at Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Recognized as a Leader
  • 12. Since 1994 All-in-One, All-Software Solid Exec. Team Origin 35+ Offices 20 Countries 23 Languages Reach Contact Center UC BPA Markets >6,000 Customers 100+ Countries Deep Vertical Focus Customers Global Ecosystem for Support and Service Cloud or Premises Distribution $318M in 2013 34% growth No Debt Financials
  • 13. A Growing Business 5% 11% 23% 35% 50% Cloud Orders as a Percentage of Total Orders 20102009 2011 2012 2013
  • 14. Financial Performance $318 million revenue in 2013,a 34% y/y increase Double-digit growth in 8 of last 10 years Average 19% revenue put back into R&D Over 50% of product revenues come from current customers Over $107 million in cash and investments No debt and profitable for the last 10 years
  • 15. Solutions Contact Center Offering All-in-one, software-based, open Broad set of applications multichannel ACD, mobile, reporting, CRM & UC integrations, WFO, voice self-service, outbound dialing and scripting, & more Highly scalable Available on-premises or as a cloud service Advantages Reduces costs, simplifies administration, customization and reporting Offers flexibility, interoperability, cost- effective growth Provides lower TCO and rapid ROI
  • 16. Solutions Unified Communications Offering Broad set of applications - IP PBX, IM, presence management, voice conferencing, unified messaging, enhanced messaging, & more All-in-one architecture Highly scalable Open, software based with many back- office integrations Advantages Reduces TCO Delivers contact center and enterprise functionality on a single platform Enhances collaboration and productivity
  • 17. Solutions Business Process Automation Offering Capture, prioritize, route, escalate and track each step of a business process lifecycle Interfaces with existing back-office systems Role-specific user interfaces Intuitive design interface Presence-based routing, alerting and reporting Advantages Enables companies to accomplish more with fewer required resources Increases process speed, quality and effectiveness
  • 18. Solutions Deeper Dive
  • 19. Interactive Intelligence CaaS
  • 20. Broadest Functionality
  • 21. Global Footprint with Geo-redundancy Included Data Centers Global NOC Technical Operations & Support Guaranteed service levels 99.999% application uptime Platform powering thousands of contact centers worldwide
  • 22. Comprehensive Security and Compliance Secure Data CentersCloud ServicesCorporate SOX ISO 9001 JITC ISO 27001 SSAE-16 PCI DSS 2.0 Proactive Monitoring Virtualization Americas United States(2) Canada (2nd pending) Brazil EMEA Germany United Kingdom APAC Japan(2) Australia (2) Flexible Architecture
  • 23. CaaS Customers
  • 24. A global developer of imaging devices. Creates solutions for the entire care cycle from disease prevention and diagnosis to treatment and health management. The Challenges Increase the number of virtual engineers available to callers at any one time Upgrade an out-of-date system at the end of its life span Alleviate the high costs of an old system The Solution Interactive Intelligence CaaS as a common global platform The Benefits Virtualization of operation ensures uninterrupted customer service Fast rollout of contact center technologies improves the customer experience Initiation of new routing scheme increases imaging center uptime Common global platform supports reduced costs in worldwide contact centers Reduced pressure on IT increases operational efficiencies Companies Using the Cloud to Transform the Business and the Customer Experience
  • 25. Planning for Success in the Cloud Vision Team Visualize Plan Execute Refine
  • 26. Interactive Intelligence Inc. Deliberately Innovative
  • 27. Unique Differentiators
  • 28. How Were Different Single, all-in-one platform Standards-based All-software Breadth of Applications Premises or Cloud-based
  • 29. Significant Differentiation High Scalability CIC 4.0 delivered scalability enhancements of 2x to 8x and resulting in support of 10,000 agents on a single server. Interactive Intelligence MarketPlace Easy acces