Whitepapers
Business Process Automation (BPA)
BPA1.mp3A New Approach to Business Process Automation
The biggest waste of resources, time and money in an organization is implementing key processes informally. That is, relying on employees to make sure things run smoothly — which can have its shortfalls. But transform a unified communications system into a process automation platform, and the result is greater organizational efficiency plus quantifiable ROI. Read how.
Best-Practices-BPA.mp3Best Practices for Process Automation
Most businesses have a greater need for business process automation than they realize. Learning how to successfully automate a process, however, takes practice. Read about best practices that can help your organization build success into each process it automates, from a process automation expert.
Top5-BPA.mp3Top 5 Considerations for Automating Key Business Processes
Business process automation — BPA — can help any business do more with less. However, successfully automating a business process requires more than just technology. Read how taking five straightforward steps to BPA planning can root out inefficiencies to improve key processes and give your business a clear competitive advantage.
Communications as a Service (CaaS)
CaaS.mp3A New Approach to Communications as a Service (CaaS)
Two things make Communications as a Service more beneficial than Software as a Service: voice functionality, and local control that puts you squarely in charge of your CaaS solution — right down to keeping your current telecom vendor and deploying your own VoIP phones. Read why the CaaS offering from Interactive Intelligence delivers a positive ROI from the start.
The Contact Center
Due_Diligence.mp3Due Diligence - Why it's the key to your Avaya-Nortel Enterprise
So, Avaya has purchased Nortel enterprise, and as a Nortel customer you have some choices to consider and a major decision to make: Update your existing Nortel infrastructure. Sign an expensive maintenance agreement to protect your current Nortel products. Add Avaya’s layering technology as a short-term Band-Aid toward a costly migration later. Or… you can do your due diligence, see what other technologies and solutions are available, and move forward without restraint.
Top10.mp3Top 10 Customer Satisfaction Best Practices for Contact Center IVR Surveys
It really does matter what customers think, and contact centers are increasingly using automated post-call surveys to better manage and improve the customer experience. Follow 10 best practices from industry leader CFI Group, and your surveys will produce the precise feedback data your contact center needs to improve satisfaction drivers and, ultimately, the service experience for every customer.
ICPlatform.mp3Interaction Center Platform
Interactive Intelligence has spent more than a decade creating a straightforward software platform for multichannel communications and business process automation based on open standards and voice over IP (VoIP). Interactive Intelligence president and CEO Dr. Don Brown provides a high-level technical description of this platform and illustrates how it offers the foundation for IP communications as well as business process automation in organizations of all types and all sizes.
Recording-Quality.mp3Recording and Quality Monitoring for Regulatory Compliance
The integrated products from Interactive Intelligence let managers, compliance personnel and trainers mentor employees on compliance and measure their performance towards regulatory guidelines and organizational goals. Learn about best practices for monitoring, recording and scoring agents to achieve and substantiate compliance, including how recording file maintenance and rapid retrieval can help prevent exorbitant fines should compliance should come into question.
Enterprise IP Telephony
Five-Checkpoints.mp3Paving a Successful Migration Path to VoIP: Five checkpoints to make your migration the right move
Generating phone calls over the Internet really does work, and enterprise CIOs and IT chiefs are finding Internet Protocol (IP) telephony and voice over IP (VoIP) to their liking. Lower costs. Reliability and scalability. Central administration, easier moves, adds and changes, and intuitive desktop productivity tools for users. Read about five migration checkpoints that will make your move to VoIP the right one.
Green.mp3Naturally Green IP Communications
Green, it seems, is everywhere. Especially in the communications industry. But whereas most communications and software vendors have jumped on the green bandwagon in just the last couple years, Interactive Intelligence has been reducing server counts and energy consumption, costs and GHG emissions with an all-in-one software platform since 1994. Read more.
Communications_Checklist.mp3Secrets of the Pros: The IP Communications Checklist
Justifying the move to VoIP requires weighing not only the financial aspects and benefits of an IP communications system deployment, but also things like security and voice quality. Get an overview of key considerations for evaluating and implementing the right IP solution for your organization.
Securing-Business.mp3Securing your Business with IP Communications: Your Business's Best Friend for Protecting Voice and Data
It's a wonder IT directors ever get any sleep. The possibility of malicious attacks to a business's network and communications system, they'll tell you, is a constant threat. Yet for businesses utilizing Internet Protocol (IP) communications and voice over IP (VoIP), the security news is good, as new standards are constantly being deployed to make security more concrete. Read what those standards are, along with other security measures for IP technologies.
Enterprise Messaging
Voicemail-Five-Year.mp3Your Voicemail system is more than 5 years old. Now What?
For many organizations, the decision process behind replacing an end-of-life voicemail system can include weighing the benefits of unified messaging, enhanced messaging, and VoIP. This whitepaper looks at the messaging issues businesses face and the options the Messaging Interaction solution from Interactive Intelligence gives them.