Table for one
In a rarified segment of the UC market, Interactive Intelligence sticks with single resellerBy Simon Eskow, Auckland | Tuesday, 10 July 2012
Enterprise unified communications provider Interactive Intelligence seems to be doing well in New Zealand with one reseller.
This isn’t a surprise considering that the vendor specialises in “feature-rich, high-end contact centres” with hundreds, if not thousands of seats. It’s safe to say the market in this country is somewhat constrained.
“If someone wants telephony with voicemail, that’s not us,” says Brendan Maree, the company’s MD for ANZ and Pacific.
Maree, who spoke to Reseller News during a visit to Auckland for the CIO Summit at the end of July, says that the company is still growing in the ANZ region. This is in part due to the acquisition last year of its top performing reseller in the area, CallTime.
The acquisition helped bring the vendor’s regional headcount to around 46, including four staffers in New Zealand. The company continues to win new business through Amtel, including the announcement on July 2 of a deal with Lifeline Aotearoa, a not for profit suicide prevention and awareness service that handles 140,000 inbound telephone calls a year.
The features that Interactive Intelligence provides are aimed at the trends Maree sees in call centre technology, falling generally under the industry rubric of ‘omni channel’: a single avenue that can handle any media type.
Interactive Intelligence provides things like routing point-to-point video contacts to agents according to an agent’s skill set. It uses voice analytics to determine a caller’s mood in order to avoid a lost customer. And it provides apps that customers can brand which allow end users to request call-backs and get their names in a queue.
Considering the company’s target market (one of its New Zealand end users has 300 agents in its contact centre) Maree says it is not at all actively looking for new resellers to handle its solutions. But he would entertain a relationship if approached by the right reseller.
“We’d want someone that was self-sufficient,” he says. “Have they got the type of staff we’re looking for, not just from a technology perspective, but sales? It has to be someone who is in the game, who understands this market and that know what it takes to do business in New Zealad. So, if we looked at entertaining anyone, it would have to be a formidable, well-established reseller.”
The SIP specialist has rolled out a communications as a service implementation from a datacentre in Sydney, leveraging an Oracle database with minimal data traveling from datacentre to call centre.
Maree says the company is already selling this through some reseller partners, and that could be an avenue for systems integrators to get on board.
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