US producer of call-center software Interactive Intelligence enters Romanian market

Interactive Intelligence has entered the local market with plans to open an office in Romania in less than 2 years.

The producer of software for call-centers based in the United States posted a global turnover of USD 210 million last year. The company has 4,500 customers and around 1,000 employees in more than 90 countries.

Interactive Intelligence plans to reach a share of 50 percent in the financial sector in Romania over the next 3-4 years.

With partners Asseco and Lucas Communication Services, Interactive Intelligence intends to sign this year 5 contracts with large companies in banking, insurances, utilities and outsourcing centers.

“The highest growth potential lies in the segment of outsourcing contact centers. This segment will grow to over 50 percent of the total contact centers in Romania, as more and more companies will outsource their customer support services,” says Marcin Grygielski (in picture), territory manager for Eastern Europe.

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According to estimations of Interactive Intelligence, in Romania there are currently approximately 250 contact centers, while less than 20 percent of them have last generation IT solutions.

Approximately 60 percent of the contact centers use in-house services for local companies, especially in domains such as banking, insurances, telecom, and utilities, while the rest of 40 percent are outsourcing centers that supply services for companies abroad.

“Taking into account the value of the GDP in Romania, the population and the number of companies in top industries, I estimate the value of the market of solutions for contact centers to approximately EUR 3 million. This includes only the value of the licenses, not also the implementation services and the necessary hardware infrastructure,” said Grygielski.

Otilia Haraga