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Interactions Corporation

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: Interactions Corporation, Franklin, MA
Company Description: Interactions Corporation enables companies to more effectively interact with their customers. Our patented technology for automated voice and other interactive systems delivers an unprecedented level of understanding that engages customers in a productive, natural conversation. The company serves a growing customer roster of industry-leading brands such as Hyatt, Humana, and Best Western.
Nomination Category: Company / Organization Awards Categories
Nomination Sub Category: Business Innovation of the Year - Consumer Services Industries

Nomination Title: Interactions' Virtual Assistant Applications

Tell the story about this nominated achievement since January 1 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Since January 2012, Interactions has transformed from an early-stage company with a game-changing idea, to a significant and disruptive force in enterprise customer care that is changing people’s expectations about what is possible to achieve in automation.

Interactions has expanded its Virtual Assistant application service to handle hundreds of millions of calls on behalf of its Fortune 500 customers across the telecom, healthcare, pharmacy, retail, financial services, hospitality, travel and utilities verticals. By the end of 2013, Interactions expects to be processing all inbound call traffic for two of the world’s largest Communication Service Providers. Interactions has also signed on several new customers within the past year, including five Fortune 500 corporations.

The journey for the company was not always an easy one. When Mike Iacobucci took the reigns of the company in 2008, it was immediately apparent to him that significant changes were going to needed to put the company onto a solid path to growth. Mike lead an aggressive effort that included major investment in a highly available, high performance, highly scalable hosted service platform, and restructuring the go-to- market plan around a “pay-for-performance” pricing model, a unique innovation in the customer care space whereby the company would take on all the business risk associated with its services ability to deliver the promised value, relieving customers of that key concern. It was a dramatic statement of confidence in the offering and the company’s ability to execute on its vision. Interactions is paid for its services on a call-by-call transaction basis. If the service fails to complete a given voice-based transaction fully (say, a hotel reservation), and the caller at any time “zeros out” to reach a live agent, no fee is paid.

Interactions was also named a Gartner Cool Vendor in 2013, and awarded a MassTLC Award in Robotics  Innovation, a Speech Technology Excellence Award, and a Stevie Award for New IVR/Web Self-Service technology of the year.

Interactions grew over 50% in headcount within the past year and over 100% in revenues.

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Provide a brief (up to 125 words) biography about the leader of this nominated organization:

Mike Iacobucci, president and CEO, brings 30 years of technology industry leadership experience to Interactions.

With a strong mix of strategic, operational and financial experience, Iacobucci leads Interactions through the complex business issues facing fast-moving, high-growth technology/managed service companies. His proven success helping companies turn industry trends and evolving customer needs into competitive advantage is a valuable asset to the company.

Prior to joining Interactions, Iacobucci was CEO of Idiom Technologies, a developer of enterprise level translation automation technology, servicing fortune 1,000 corporations which was acquired in 2008 by SDL Enterprise LTD. He was also an executive in residence at Sigma Partners, having worked at Books24x7, Focus Enhancements, Phoenix Technologies and Cullinet Software.

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