Interactive Intelligence Releases Findings of Its Global Customer Service Experience Survey

Interactive Intelligence Releases Findings of Its Global Customer Service Experience Survey

INDIANAPOLIS--(BUSINESS WIRE)-- Interactive Intelligence Group Inc. (NAS: ININ) , a global provider of unified IP business communications software and services, has released findings of its global customer service experience survey.

The survey, which was administered by independent research firm, Actionable Research, was designed to answer two key questions: (1) What do consumers want in a great service experience?; and (2) What do IT professionals and customer care leaders want from the technology behind that great customer experience?

"As a provider of business communications software for contact centers and enterprises, we wanted to help our customers maximize the value of our solutions by giving them insight into what makes a great service experience for their customers," said Interactive Intelligence chief marketing officer, Joe Staples. "The results of the survey accomplished this by revealing a number of interesting findings ranging from preferences about agent behavior, to those about the technology used in a customer service interaction."

Several key findings of the survey included the following:

  • A knowledgeable representative and a timely response are the most valuable components of a great service experience.
  • Hotels, online retailers, and banks provide the best customer service experiences.
  • Live agent remains the preferred interaction type, followed by email, and then there is a significant drop to web chat, etc.
  • Historical information access is deemed the most valuable feature of an interaction.
  • Not being able to understand the agent is rated as the most frustrating part of an interaction.
  • Customers are more willing to use social media to praise a good service experience versus complaining about a poor experience.
  • The ability to get a scheduled call-back was the most desired feature of mobile service applications.
  • The most valuable technical service to offer customers is "an easy way to provide feedback."
  • Comprehensive reporting and analytics are the top features desired by contact center professionals.

The customer service experience survey, which was completed by Actionable Research in April 2013, was based on a respondent sample size of 1,407 consumers and 453 IT and customer care professionals. Respondents resided in Australia, Brazil, Canada, Germany, South Africa, Sweden, the U.K., and the U.S.

A report containing the complete survey results can be downloaded here:

About Interactive Intelligence

Interactive Intelligence Group Inc. (NAS: ININ) is a global provider of contact center, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2012 Top 500 Global Software and Service Providers. Interactive Intelligence employs more than 1,400 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or; on the Net:

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 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.


Interactive Intelligence
Christine Holley, +1-317-715-8220
Senior Director of Market Communications

KEYWORDS:   United States  North America  Indiana


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