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It’s no secret that the call center is on the move. Increasingly, call centers are distributed operations with components located all over the country or even the world. Call center supervisors and managers have more demands on them today as well, and many of them simply can’t be at their desks all the time. So how do you manage a mobile call center? On a mobile device, of course.
TMCnet’s senior editor Peter Bernstein took a few moments to speck with Jason Alley and Darren Gill, both of Interactive Intelligence, at the recent Interactions 2013. The topic was Interactive Intelligence’s recent launch of its Cloud Small Center communications-as-a-service (CaaS) solution for small centers.
We’ve all had a terrible customer service experience, and we often dread having to contact that “voice” on the other end of the line when we have a problem. This attitude may soon change, thanks to research done by Indianapolis-based Interactive Intelligence.
It looks like hotels, online retailers, and banks offer the best customer service experience, according to a recent survey of consumers and customer care professionals in seven countries. The Indianapolis, Indiana-based Interactive Intelligence commissioned a survey from Actionable Research. And the findings are particularly telling.
A few weeks ago, I wrote a story about the research on customer service experiences done by Interactive Intelligence, from the IT professional and customer perspective that was first revealed at its Interactions 13 event. I observed that it was to say the least enlightening.
Interactive Intelligence has announced the results of a global customer service experience survey commissioned from research firm Actionable Research. The survey results revealed, among other findings, consumer preferences for agent behavior and customer service interaction technology.
To explore the current customer service experience, Actionable Research conducted a survey, sponsored by Interactive Intelligence, which digs into the drivers behind the consumer dynamic.
Interactive Intelligence released its 2013 Customer Experience Research Study this week. As the report notes, survey responses show that a representative who is knowledgeable, quick and friendly in delivering an effective response is recognized as the most valuable aspect of a customer service interaction.
Last week I had the opportunity to attend Interactive Intelligence’s Interactions 2013 global conference. Overall I was favorably impressed by the event.
At its recent user conference, Interactions 2013, Interactive Intelligence showcased its extensive product portfolio and its ambitious plans to improve the products both technically and functionally.
As a prelude to the closing session of the Interactive Intelligence Interactions 2013 event, the company’s CMO Joe Staples informed me that some “interesting and surprising” research was going to be revealed. Was he ever correct!
While many of its competitors have reported decreased sales and revenues for first quarter 2013, Interactive Intelligence just announced total orders up 31 percent from 2012 from first quarter, and total revenues up 39 percent to $73.2 million. At the company’s “Interactions: event for customers, partners, consultants, and analysts in Indianapolis this week, I got to view some of the reasons why the company has been so successful.
This year’s theme is “delivering the experience,” and given the company’s contact center focus, it’s all about the customer. Interactive certainly has a strong and growing customer base, so it’s clear their technology works well.
Interactive’s emphasis was not “this is the stuff we have” but “this is what we can do for your customers with our stuff.”
The contact center of the future will incorporate greater uses of video, analytics, Web RTC and mobile technologies, and social media, a panel of consultants said during a keynote at Interactive Intelligence’s Interactions 2013 user conference.
Interactive Intelligence’s recent analyst event provided insight into their successful strategy for contact center cloud solutions. While continuing strong growth in their core premise based Customer Interaction Platform (CIC), its cloud-based solutions achieved impressive growth in new sales orders.
One of the highlights for me of the spring event season is my annual trip to Indianapolis for Interactive Intelligence hosts the Interactions gathering.
Interactive Intelligence which in many ways, serves as a bellwether for trends in the contact center solutions and unified IP business communications markets, reported its Q1 2013 financial results.
Shares of Interactive Intelligence surged almost 20 percent Tuesday morning after the company beat analysts’ quarterly estimates and boosted its annual forecast.
A fact-filled infographic recently produced by Interactive Intelligence “Key Contact Center Trends and Priorities for the Upcoming Year,” finds ample evidence that the cloud-based contact center is becoming the norm, as are mobile applications and social media integrations.
TechPoint, Indiana’s technology initiative, capped its 14th annual Mira Awards Saturday night by giving its trailblazer in technology award to Interactive Intelligence Inc. CEO Don Brown.
CaaS isn’t always easy to get your hands on as a small business owner, but there is a solution out there on the market right now that might just suit you: Interactive Intelligence’s CaaS Small Center.
Contact center specialist Interactive Intelligence is aiming to take its Communications-as-a-Service solution into smaller contact centers with a new version optimized for contact centers with 50 or fewer agents.
Companies like Interactive Intelligence realize the importance of the SMB market, and are moving to make it easier for this segment to access contact center capabilities through the cloud. Interactive Intelligence recently introduced CaaS Small Center, aimed at organizations with between 10 and 50 contact center agents.
Customers and resellers now have fast and easy access to products that complement Interactive Intelligence’s all-in-one IP communications software suite. The new Interactive Intelligence MarketPlace℠ e-commerce website features a collection of third-party and internally developed products designed to leverage Interactive Intelligence’s contact center automation, unified communications, and business process automation solutions.
Apple has its Apple Store, Google has its Play marketplace, and now unified communications (UC) solutions provider, Interactive Intelligence, has its own marketplace.
When ‘contact centre’ comes to mind, you might think of a large business with hundreds of employees. However, that picture does not fit all contact centres - many are under 50 seats. Interactive Intelligence, a contact centre solutions provider, wants to bring these smaller businesses to the cloud with CaaS Small Center.
Indianapolis-based Interactive Intelligence says the decision to sell to larger companies is leading to significant growth. The software company also says to move to cloud-based products is spurring plans to add 400 jobs, including 250 in Indianapolis.
Interactive Intelligence plans to hire 250 people in Indianapolis and another 150 outside the state by the end of the year as part of an aggressive growth strategy.
Jason Alley of Interactive Intelligence joins UCStrategies’ Jim Burton for a discussion about their new cloud-based solution addressing contact centers from 10 to 50 agents, the Interactive Intelligence CaaS Small Center.
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