Interactive Intelligence

Interactive Intelligence was an Indianapolis-based telecommunications software and cloud-computing company founded by Donald E. Brown in October 1994. It developed software for contact centers, unified business communications, Voice over IP environments, and business-process automation. The company’s central proposition was to bring multiple communication channels and related operational processes into a consolidated software environment rather than requiring customers to assemble separate systems for voice, routing, workforce processes, reporting, and other contact-center functions. The company’s principal offering was the Interaction Center Platform, an integrated customer-engagement and communications suite that could be deployed on customer premises or delivered through hosted and cloud arrangements. It supported contact-center and enterprise communications use cases and was accompanied by professional services, technical support, training, and education. Interactive Intelligence also worked with technology and distribution partners including Hewlett-Packard, IBM, Microsoft, Polycom, and Salesforce.com. Interactive Intelligence expanded through both product development and acquisitions. It entered cloud computing for contact centers during the 2000s and added capabilities in insurance content management, debt collection, capacity planning, social and business communication, and international channel distribution. Several acquisitions were intended to broaden the company’s software portfolio or strengthen its geographic reach, while the sale of AcroSoft in 2016 indicated a greater focus on customer-engagement and communications technology. The company became publicly traded in September 1999 during the dot-com era. Its public-company period lasted until Genesys agreed in August 2016 to acquire it for approximately $1.4 billion. The transaction closed in December 2016, after which Interactive Intelligence ceased operating as an independent company. Genesys incorporated the acquired technology and product capabilities into its customer-experience portfolio, including PureCloud, PureConnect, and PureEngage. The former Interaction Center Platform became associated with the PureConnect product line, while related technology contributed to Genesys cloud and enterprise customer-engagement offerings. Interactive Intelligence also established the Interactive Intelligence Foundation in 2010. The nonprofit supported at-risk students and technology education through fundraising activities, including an annual gala and silent auction, with programs in Indiana and outside the United States. During its independent existence, the company received recognition from industry analyst organizations and appeared on Software Magazine’s software and services company rankings for twelve consecutive years. Its 2011 placement among Forbes’ 100 Best Small Companies was another notable corporate recognition.

Donald E. Brown founded Interactive Intelligence in Indianapolis in October 1994 and became its president and chief executive officer the following year. The company entered the market with software intended to consolidate communications and contact-center functions. By 1997, it was described as the first company to market an all-in-one customer-engagement software suite, an approach that became central to its product identity. Interactive Intelligence went public in September 1999 during the technology-stock boom. Its initial public offering raised approximately $29 million, and the company experienced a substantial first-day increase in its share price. The public listing gave the business additional capital and visibility as it developed enterprise communications and contact-center software. During the 2000s, the company broadened its technology base. Its core Interaction Center Platform combined multichannel communications, routing, customer-interaction management, and business-process functions. The platform could be installed at a customer’s premises or provided through hosted arrangements. In 2007, Interactive Intelligence developed cloud-computing solutions for contact centers, positioning the company for the gradual shift from traditional premises software toward hosted and software-as-a-service delivery. The company also used acquisitions to extend its capabilities. In 2009 it acquired AcroSoft, an insurance content-management provider. In 2010 it purchased Latitude Software, a debt-collection software and services company, for $14 million in cash. That same year it formed the Interactive Intelligence Foundation, a nonprofit focused on at-risk students and technology education. In 2011, the company acquired German reseller Agori Communications and Australian reseller CallTime, increasing its international channel presence. Bay Bridge Decision Technologies, acquired in 2012, contributed capacity-planning and strategic-analysis technology. Interactive Intelligence acquired OrgSpan in 2014 to strengthen social and business communication capabilities, followed by the purchase of Mumbai-based Customer 360 in 2015 for approximately $10 million. Alongside its software, Interactive Intelligence offered implementation and professional services, technical support, and education. It maintained relationships with major technology and business-software companies, including Hewlett-Packard, IBM, Microsoft, Polycom, and Salesforce.com. Industry analyst firms such as Datamonitor, Frost & Sullivan, and Gartner recognized the company as a market leader in relevant software categories. It was also listed by Software Magazine among the top software and services companies for twelve consecutive years, and Forbes ranked it eighth in its 2011 list of America’s 100 Best Small Companies. In 2016, Interactive Intelligence sold AcroSoft to Hyland Software. Later that year, after placing itself up for sale, the company agreed to be acquired by Genesys for approximately $1.4 billion. The acquisition closed in December 2016 and was reported as one of the largest technology-company acquisitions in Indiana since 2013. Interactive Intelligence’s products and services were subsequently integrated into Genesys offerings. The Interaction Center Platform became associated with PureConnect, while Interactive Intelligence technology also contributed to the PureCloud and PureEngage customer-experience platforms. The transaction marked the end of Interactive Intelligence as an independent operating company, although its technology continued within the Genesys portfolio.

• 2016

  Acquisition by Genesys completed

  [1]Interactive Intelligenceen.wikipedia.org

  Genesys completed its acquisition of Interactive Intelligence in December 2016.

• 2010

  Latitude Software acquisition and foundation established

  [1]Interactive Intelligenceen.wikipedia.org

  Interactive Intelligence acquired Latitude Software and established its philanthropic foundation.

• 2009

  Acquisition of AcroSoft

  [1]Interactive Intelligenceen.wikipedia.org

  The company acquired an insurance content-management software provider.

• 2007

  Expansion into cloud contact-center solutions

  [1]Interactive Intelligenceen.wikipedia.org

  Interactive Intelligence developed cloud-computing solutions for contact centers.

• 1999

  Initial public offering

  [1]Interactive Intelligenceen.wikipedia.org

  The company completed an initial public offering in September, raising approximately $29 million.

• 1997

  All-in-one customer-engagement suite reaches market

  [1]Interactive Intelligenceen.wikipedia.org

  Interactive Intelligence was described as the first company to market an all-in-one customer-engagement software suite.

• 1995

  Founder becomes president and CEO

  [1]Interactive Intelligenceen.wikipedia.org

  Donald E. Brown became the company’s president and chief executive officer.

• 1994

  Company founded in Indianapolis

  [1]Interactive Intelligenceen.wikipedia.org

  Donald E. Brown founded Interactive Intelligence in October 1994 in Indianapolis, Indiana.

An integrated communications and customer-engagement software provider focused on combining contact-center channels, business communications, and operational processes in premises-based, hosted, and cloud deployments.

• Contact-center and unified communications software

  Interaction Center Platform

  The Interaction Center Platform was Interactive Intelligence’s core software product. It brought together multiple customer-communication channels, contact-center operations, business communications, and process automation in a unified environment. Customers could deploy it on their own premises or use hosted delivery. The platform was supported by implementation services, technical support, training, and education, and its technology later formed the basis of Genesys PureConnect.

• Cloud computing and contact-center software · 2007

  Cloud contact-center solutions

  Interactive Intelligence developed cloud-based solutions for contact centers during the 2000s. These offerings extended the company’s premises-based communications expertise into hosted and software-as-a-service delivery models and contributed technology to the later Genesys cloud customer-experience portfolio.

• Enterprise software services

  Professional services and education

  In addition to software, Interactive Intelligence provided implementation and professional services, customer support, and education. These services helped organizations deploy and operate its contact-center and unified communications products.

• 2010Interactive Intelligence Foundation

  United States · International

  The company established a nonprofit foundation focused on helping at-risk students and promoting technology education. Fundraising included an annual gala and silent auction.

  Outcome. The foundation raised funds for youth technology-education programs in Indiana and outside the United States.

  Source

• 2016

  Agree to acquisition by GenesysM&A

  Background

  Interactive Intelligence put itself up for sale as the customer-engagement software market continued to consolidate.

  Action taken

  Genesys agreed to acquire Interactive Intelligence for approximately $1.4 billion, with the transaction completing in December 2016.

  Aftermath

  Interactive Intelligence ceased operating independently, and its products and services were integrated into PureCloud, PureConnect, and PureEngage.

  Acquisition value. $1.4 billion announced transaction value (Announced August 2016; completed December 2016)

  Source

• 2007

  Expand into cloud contact-center deliveryStrategy

  Background

  The company’s traditional communications and contact-center software business was complemented by a growing interest in hosted and cloud deployment models.

  Action taken

  Interactive Intelligence developed cloud-computing solutions for contact centers.

  Aftermath

  The move helped establish technology capabilities that were later incorporated into Genesys cloud customer-engagement products.

  Source

1. 1Interactive Intelligenceen.wikipedia.org