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Report Shows How Contact Centres Can Protect Investments While Migrating to All-in-One Communications Software Suites

Independent study gives contact centres "best practices" for gradual migration to all-in-one communications software suites, which research shows can average less than half the cost of multipoint solutions
  • 20 April, 2009 08:22

<p>SYDNEY, 20 APRIL 2009 -- BenchmarkPortal, an independent research firm specialising in contact centre best practices, has published a report showing how contact centres can protect existing investments, while making a phased migration to all-in-one communications software suite solutions.</p>
<p>The report, titled “Technology Adoption Strategies for All-In-One Contact Center Solutions,” builds on previous research that demonstrates total annualised costs for all-in-one communications software suites can be less than half that of multipoint solutions following acquisition.*</p>
<p>“Our first two studies in this report series revealed the operational benefits – including significant cost savings – of all-in-one contact centre solutions,” said Dr. Jon Anton, report co-author and adjunct professor at Purdue University. “Given these benefits, we sought next to explore all-in-one adoption methods.”</p>
<p>Report co-author, Bruce Belfiore of Purdue’s Center for Customer-Driven Quality, added: “Based on our survey results, we found that contact centres don’t have to face an all-or-nothing ‘rip-and-replace’ decision if they opt for an all-in-one solution.”</p>
<p>The report data were gathered from more than 100 contact centres and includes six migration case studies based on interviews with survey respondents. The study also provides an Adoption Matrix to help contact centres analyse and select the migration strategy best suited to their organisation.</p>
<p>Key findings from the report include the following:</p>
<p>· There is a sizeable experience base of contact centres that have migrated to all-in-one communications software suites over time.</p>
<p>· Migration to all-in-one communications software suites is generally no more difficult, and is frequently less difficult, than other IT initiatives within contact centres.</p>
<p>· Approximately four out of five managers with multipoint solutions feel that a gradual migration strategy would make adoption of an all-in-one communications software suite more attractive.</p>
<p>· There is not a unique roadmap, but rather a matrix of considerations that contact centres should take into account when considering migration to an all-in-one communications software suite. These include:</p>
<p>o Age of existing multipoint solutions
o Degree to which multipoint solutions are embedded into existing infrastructure, processes and customer-facing technologies
o Management’s knowledge and resources for handling technology migration
o Human and cultural factors
o Budget
o Number of remote offices
o Overall technology roadmap</p>
<p>The survey was conducted via the Web by polling BenchmarkPortal’s contact centre performance database – the world’s largest research repository with more than 25,000 global members representing 45 different industry sectors. For more information about Benchmark Portal, visit</p>
<p>To download a free copy of the BenchmarkPortal report, visit:</p>
<p>The BenchmarkPortal survey was sponsored by Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions.</p>
<p>In conjunction with the BenchmarkPortal report, Interactive Intelligence has launched a competitive replacement program. This program gives discounts to contact centres that opt to replace specific multipoint solutions with the company’s all-in-one IP communications software suite, thus making migration even more cost-effective. Program details can be found at:</p>
<p>* Benchmark Portal defines systems composed of products or applications acquired from third-party vendors – despite many being marketed as “all-in-one,” “unified,” or “suite” solutions -- as multipoint due to their multi-system hardware architectures and multiple points of administration. To view the complete Benchmark Portal report series, including a cost comparison analysis, visit</p>
<p>About BenchmarkPortal</p>
<p>BenchmarkPortal is the source for Customer Relationship Management (CRM) best practices information for call centres. It is continually growing its database, already the world's largest for call centre metrics. In conjunction with the Center for Customer-Driven Quality at Purdue University, BenchmarkPortal provides data to call centre managers via a series of unique and actionable reports. With these reports managers can: a) compare their performance against an appropriate peer group of call centers; and b) make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc. Through its reports, leading edge research and certification programs, it contributes to the continual improvement processes of individual customer call centres. BenchmarkPortal also manages the College of Call Centre Excellence education program for call centre professionals. For more information contact:; .</p>
<p>About Interactive Intelligence</p>
<p>Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is ranked among Network World’s top 200 North American networking vendors, is a BusinessWeek “hot growth 50” company, and is among FORTUNE Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at:</p>
<p>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.</p>
<p>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.</p>

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