“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,”
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-
To view the Interactive Intelligence and Ventana Research video interview, visit: http://www.inin.com/
For educational resources about hosted communications solutions, visit: http://www.inin.com/
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, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. Interactive Intelligence is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). The company 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 firstname.lastname@example.org;
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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