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Apr29

Making the Move to VoIP

Posted on 29 Apr 2009 by Joe Staples
I'm going to break this post into two segments. The topic, "making the move to VoIP" can sometimes sound like old news to people who are a part of the IP telephony industry. Truth told, while more IP lines are now being deployed each year ...[Read More]
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Apr28

Payment Card Industry

Posted on 28 Apr 2009 by Peter Nees
Does anyone carry cash anymore?  Do you think we'll see ATMs fall away like public pay phones?  Regardless of how you feel about carrying cash it will not help you pay your bill over the phone.  If you are operating a contact center and taking c ...[Read More]
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Apr28

The Swine Flu - Pandemic or Common Cold?

Posted on 28 Apr 2009 by Tim Passios
The latest outbreak of an animal flu attacking humans is going around the internet like crazy – and around our office here at Interactive Intelligence. During my departmental meeting yesterday, I announced to my team that I have a trip scheduled ...[Read More]
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Apr27

SIP on iPhone: Big Deal

Posted on 27 Apr 2009 by Ritu Maheshwari
No, I mean that as a question, is it really a big deal? But before we talk about that, let me make sure you understand the basics. The technical definition of an iPhone is:  a phone type device that is way over priced. The main features are: its ...[Read More]
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Apr22

Media Phones...I Still Don't Get It.

Posted on 22 Apr 2009 by Joe Staples
Anytime I hear the phrase, "I don't get it," it reminds me of the perplexed lady in the original movie Miracle on 34th Street asking the toy department manager why Macey's would have Santa send shoppers to Gimbals. But that doesn't have an ...[Read More]
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Apr21

ACD Routing Best Practices - LIFO vs FIFO

Posted on 21 Apr 2009 by Tim Passios
A few years ago, one of our customers spoke at our User Conference about a change they made to how they were routing calls within their contact center - and after they made that change, their customer satisfaction ratings greatly increased! What did ...[Read More]
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Apr21

It's Not Easy Being Green, Or Is It - Part Two

Posted on 21 Apr 2009 by Rachel Wentink
In my last blog article I covered some of the ways an all-in-one, software-based communications platform can assist organizations in reducing their carbon footprint. What I didn’t mention was that a little over a year ago I had the good fortune to ...[Read More]
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Apr20

An Open IP PBX Platform Using IceLib

Posted on 20 Apr 2009 by Todd Zerbe
Building on my last post on Session Manager, this post will cover the next logical layer in our N-tier architecture as we move out toward the clients.  That layer is IceLib.    IceLib stands for Interaction Center Extension Library and is both an in ...[Read More]
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Apr15

CaaS, Saas, and Hosted Contact Centers...Oh My!

Posted on 15 Apr 2009 by Joe Staples
It goes by several names. CaaS (communications as a service), SaaS (software as a service) hosted, on-demand. There are some differences between the names, but for the purpose of this post what we're talking about is rather than a contact center pur ...[Read More]
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Apr14

Obama, Health Statistics, Student Loans and Wireless-only Households

Posted on 14 Apr 2009 by Matt Taylor
You may be wondering "what do Obama, Health Statistics, Student Loans and Wireless-only Households have to do with each other?"  Well, besides the fact that it got you to read this blog post (at least this far), the first 3 items in this l ...[Read More]
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