Interactive Intelligence Middle East, the regional arm of the global provider of unified IP business communications solutions, has signed a partnership agreement with 2share (Emerging Technology Holding Co.), a 100% Saudi owned, premier provider of end-to-end enterprise communications, to promote Interactive Intelligence’s (ININ) best-in-class portfolio of contact centre software and business process automation solutions in the Kingdom of Saudi Arabia (KSA). Under the terms of the agreement, 2share will sell, implement and service Interactive Intelligence’s products and services portfolio across all market segments and verticals in Saudi.
Speaking on the partnership, David Paulding, Regional Sales Director for UK, Middle East and Africa, Interactive Intelligence said, “Interactive Intelligence is highly committed to the Middle East market and is constantly looking for strong partners that can help grow our business. The Saudi market is the largest IT and Communications market in the region and we needed a partner with a strong presence and understanding of the local market, a high level of communication technology skillset and a wide network of customer and partner contacts. 2share is a young, dynamic and energetic company which scored high on all these requirements, making them a natural choice. We look forward to working closely with 2share and will offer extensive support and training to their staff in implementing our solutions and attaining the various required accreditations. We are confident that they will play a significant role in contributing to our success in Saudi”.
Through this partnership, 2share is responsible for promoting Interactive Intelligence’s Customer Interaction Center (CIC) product suite, an all-in-one application suite that manages all contact center interactions on one platform architected for SIP and voice over IP (VoIP). CIC provides a strong alternative to hardware-centric, multi-point systems and unifies each aspect of the communications required for business – from ACD routed multimedia interactions, feature-rich IP PBX functionality, screen and call recording, predictive dialling, voice and unified messaging, business process automation, document management, interactive voice response (IVR), speech recognition, workforce management, Voice over IP (VoIP), and e-services.
In addition, 2share will also promote Interaction Process Automation (IPA), the all-in-one Communications Based Process Automation (CBPA) solution from Interactive Intelligence. The product moves beyond just “enabling” communications within applications or business process management suites to ‘becoming’ the process automation platform. It is a fully packaged solution, complete with a graphical authoring tool, service-oriented architecture, an orchestration engine for process management, a presentation framework to create user interfaces, real-time monitoring, and reporting. It uses key components of a unified communications platform – functions such as queuing, presence, and real-time monitoring – to capture, prioritize, route, escalate and track every step of a business process from start to finish.
Safwan Ahmed AlZuhaili, Sales Director, 2share said, “We are very pleased to have been signed on as partners for Interactive Intelligence and see a huge potential for the company’s world-class portfolio of products and solutions in Saudi Arabia. ININ’s call center technology forms a natural part of a total customer solution,. We have the knowledge and expertise to promote their products and are confident that customers in Saudi Arabia will be respond well to the technology”.
2share is one of the pioneering companies which provides the Saudi market with the first All-in-One platform for enterprise IP telephony and contact center solution with the latest technologies in the area of Unified Business Communications. The company provides the infrastructure and applications that allow the maximum interactivity between the service/content providers and the end-user. 2share is the first Arab investor company which invested in setting-up and operating the first Interactive Voice Portal in the Arab World. Those portals were supported by Voice Recognition application and the Virtual Contact Centers. The company has many international solid alliances and partnerships with international vendors in the area of voice solutions applications, contact centers and interactive mobile applications that serves the government, business and entertainment sectors. 2share also enjoys solid partnerships with main telecommunication operators including Saudi Telecom (STC), Emirates Telecommunications Corporation (Etisalat), Saudi Stock Exchange (Tadawul) and many others.
Interactive Intelligence has more than 3,500 customers worldwide. The company is among Software Magazine's top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company and is among Fortune Small Business magazine's top 100 fastest growing companies. It is also positioned in the leaders' quadrant of the Gartner 2009 Contact Center Infrastructure, Worldwide Magic Quadrant report.