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Feb26

Interactive Intelligence APAC Partner Conference Wrap-up

Posted on 26 Feb 2009 by Joe Staples
Sawasdee (hello in Thai)!   I left yesterday from Bangkok, Thailand (at least I think it was yesterday...well, it was yesterday somewhere) after attending the Interactive Intelligence APAC partner conference. Aside from the sessions and meetings w ...[Read More]
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Feb26

To Blend Or Not To Blend, That Is The Question

Posted on 26 Feb 2009 by Matt Taylor
Whether ‘tis nobler in the mind to suffer The slings and arrows of inbound agents sitting around Or to take those agents into the outbound world And by doing so, make better use of their time. [apologies to Mr. Shakespeare]   Even with the b ...[Read More]
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Feb23

SIP Trunking & the IP Contact Center - A No-Brainer?

Posted on 23 Feb 2009 by Matt Taylor
As I talk to contact center customers, the topic of SIP Trunking does not come up as often as I would expect.  The benefits of converging voice and data onto common all-IP connections to the carrier seem pretty clear to me: reducing recurring cost ...[Read More]
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Feb20

The Multichannel Contact Center -- Are We There Yet?

Posted on 20 Feb 2009 by Joe Staples
Many moons ago -- in 1997 (wow, that was a lot of moons ago) -- I wrote an article for a publication called Voice Power. It was a Canadian publication run by a guy named Jacob Gordon. They also held an annual conference branded under the same Voic ...[Read More]
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Feb19

Flexibility Saves The Day - Rolling With The Outbound Punches

Posted on 19 Feb 2009 by Matt Taylor
I am often impressed by the number of detailed questions an organization will include in an RFP - 10s or even 100s of pages of questions.  I can't blame a customer for wanting to be sure that the solution they deploy will meet all of their needs t ...[Read More]
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Feb19

The Role of Session Manager

Posted on 19 Feb 2009 by Todd Zerbe
My last post I talked about a new application that was released in SU4 called Interaction Center Business Manager and its use of our new client framework called Cafe'.  In that post I mentioned two components called IceLib and Session Manager. F ...[Read More]
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Feb11

Internet Telephony Expo East -- Grief Over Our SMB Award?

Posted on 11 Feb 2009 by Joe Staples
Some interesting posts in the blogosphere this week following Internet Telephony Expo East in Miami. As a result of the show, Interactive Intelligence received a "Best of Show" in the SMB category for our EIC product offering.   Next t ...[Read More]
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Feb06

Customer Relationship Management - How can we help you today?

Posted on 06 Feb 2009 by Tim Passios
As I was putting the wrappings on some work this late Friday night, I came across an article written by a consultant regarding Customer Relationship Management. As I read through her article, a thought hit me. Customer Relationship Management - ...[Read More]
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Feb05

Internet Telephony Expo East -- The Spies Come Out

Posted on 05 Feb 2009 by Joe Staples
This week (Feb 2-4), the IP telephony geeks, buyers, marketers, and tire-kickers descended on Miami to attend Internet Telephony Expo. Even the weatherman was surprised by what he saw...45 degree weather in Miami? You might have to wear thermal be ...[Read More]
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Feb03

Which communications pig are you feeding?

Posted on 03 Feb 2009 by Tim Passios
I was driving into work the other morning, enjoying the wintery landscape, when I heard something intriguing on the radio. I'm usually not a fan of National Public Radio as I would rather endure my commute listening to sports talk radio. But with ...[Read More]
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