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May28

Give Customers What They Want: Web Chat Best Practices - Part I

Posted on 28 May 2009 by Tim Passios
Last week, I had the pleasure of co-presenting at our ININ Annual User Conference with Jim Borum, SVP Client Services with RDI Marketing, on a presentation titled, "Win BIG with Chat!" It was a very well attended session, which surpris ...[Read More]
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May27

Cutting Costs in the IP Contact Center Part 2

Posted on 27 May 2009 by Rachel Wentink
In a separate ININ blog entry there’s a discussion going on about expectations regarding cost reductions using VoIP. To recap the discussion, executives might expect reductions in their telephony costs that may not materialize in the move to VoIP. E ...[Read More]
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May26

Interactive Intelligence Global User Forum -- Day 3

Posted on 26 May 2009 by Joe Staples
Wrapping up my commentary on the Interactive Intelligence Global User Forum -- Interactions '09. As usual, we saved the best for last. As one customer told me just before we began the closing keynote, "this is where I take pages of notes." ...[Read More]
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May22

Feedback - Transaction Monitoring and PCI

Posted on 22 May 2009 by Peter Nees
There is nothing that can quite substitute time spent with a end-user or end-customer listening to their direct feedback.  Interactive's Interactions'09 User Forum came to a close Thursday noon.  There was a very positive and upbeat spirit at the ...[Read More]
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May22

Interactive Intelligence Global User Forum -- Day 2 1/2

Posted on 22 May 2009 by Joe Staples
Okay the title says "Day 2 1/2," but this is really about the night of day two. At the awards dinner, held at Lucas Oil stadium, several awards were presented to Interactive Intelligence customers for the cool things they've accomplished w ...[Read More]
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May20

Interactive Intelligence Global User Forum -- Day 2

Posted on 20 May 2009 by Joe Staples
Just now wrapping up day two at Interactions '09. Today was exclusively comprised of break out sessions -- lots of info. I thought one of the most interesting sessions was one titled "Migrating from a multi-point legacy environment." T ...[Read More]
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May19

Interactive Intelligence Global User Forum -- Day 1

Posted on 19 May 2009 by Joe Staples
We've worked very hard at keeping this blog a non-promotional forum for useful information and dialog. I'm really going to try and stay within those guidelines, but recognize that this post is about the Interactive Intelligence Global User Forum. So ...[Read More]
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May13

IP Contact Center Features

Posted on 13 May 2009 by Ritu Maheshwari
The best things in life are free, and yet, all free things in life are not the best. So where does your IP-based contact center solution fall? SIP is marching into contact centers and customer service centers across the globe, and its moving fro ...[Read More]
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May12

Cutting Costs in the IP Contact Center

Posted on 12 May 2009 by Rachel Wentink
With the current economic climate, it is no surprise that cutting costs heads the list of top priorities for contact center management. Given the heightened interest in this area, I thought I’d spend several blog entries covering technologies and bu ...[Read More]
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May07

Technologies Change - Underlying Needs Remain

Posted on 07 May 2009 by Matt Taylor
Earlier this week, Amazon launched their larger version of the Kindle - an eBook reader - as a new way for people to read textbooks, newspapers, and documents.  Looking at this device, it hit me how bleeding edge this technology for reading books wa ...[Read More]
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