Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, has been named CRM magazine’s 2012 Contact Center Infrastructure Service Leader winner. In Bulgaria the exclusive partner of Interactive Intelligence solutions is Sofica Group – the biggest local company in the sector of business processes outsourcing (BPO).

Interactive Intelligence beat out rivals Avaya, Cisco and Genesys with top scores in company direction, customer satisfaction, and cost.

CRM magazine’s Service Leader awards are based on weighted criteria and evaluated by the publication’s editors, along with a select group of industry analysts and consultants. Scores are given on a scale of one to five for each criterion. Criteria for the Service Leader awards included the following: (1) Reputation for Customer Satisfaction; (2) Reputation for Depth of Functionality; and (3) Reputation for Company Direction. Other criteria, along with cost were also factored into the final scores.

Interactive Intelligence offers an all-in-one IP communications software suite designed to eliminate the cost and complexity introduced by multipoint products. The company’s software suite offers applications for contact center automation, unified communications, and business process automation, all delivered via a premise-based or cloud-based communications-as-a-service model.

This is the second consecutive year Interactive Intelligence has been named a CRM magazine Service Leader.