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.

Exceptional-Customer-Experience.mp3The Exceptional Customer Experience: It’s All About the Process
Effective business processes help create a positive customer experience. So why do processes break down, and why do companies continually incorporate them when they’re “broken”? Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.

Insurance

HolisticCCM.mp3Holistic Customer Communications Management (CCM): Building Profitable Relationships in Insurance
For insurers, CCM is the key to maximizing every customer interaction — to capture more information about that customer’s needs, make timely offers, and enhance the service experience. Read how CCM is most valuable when insurers take a holistic approach, which allows them to create enterprise-wide flows of information from all voice and data communications, and generate structured as well as unstructured data via a wide range of channels.

Communications as a Service (CaaS)

settingTheRecordStraight.mp3Hosted Contact Center Solutions - Setting the Record Straight
With their minimal up-front costs, quick deployments, favorable ROI and a “try before you buy” approach, hosted solutions like Communications as a Service (CaaS) and Software as a Service (SaaS) are steadily gaining ground. Unfortunately, misperceptions continue to hinder a more widespread adoption of such solutions. DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

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

Optimizing-Agent-Performance.mp3Optimizing Agent Performance in a Real-time World
Contact centers face a tall order: Deliver stellar service and real-time response to customers, and still get more out of the workforce without risking burnout and turnover. Lori Bocklund is president of Strategic Contact, and Rachel Wentink is the senior director of Product Management for Interactive Intelligence, and when they discuss how to optimize agent performance and offer outstanding service, it’s worth reading.

Back-To-Basics.mp3Back to Basics: All-in-One versus Individual Best-of-Breed Solutions
An all-in-one communication solution, or best-of-breed multipoint solutions? Both approaches offer distinct benefits, but for enterprises and contact centers, the trend has shifted toward the all-in-one model. Read what two industry veterans have to say about the advantages and disadvantages of all-in-one vs. best-of-breed offerings — Don Van Doren, president of Vanguard Communications, and Joe Staples, chief marketing officer for Interactive Intelligence.

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.

WFM.mp3Workforce Management: It’s More Than Just Software
To create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you’ll use it along with the processes and best practices that support it. Next, consider how your ACD is configured, what type of forecasting and scheduling practices you’ll use and goals for various metrics including schedule adherence. For more insights, read how to get the most out of workforce management.

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®
When Interactive Intelligence began developing its standards-based software platform for multichannel communications, voice over IP (VoIP) and process automation, it changed the communications industry. Now more than 16 years later, our platform is still revolutionary. Read why, from Interactive Intelligence president and CEO Don Brown.

Recording-Quality.mp3Recording and Quality Monitoring for Regulatory Compliance
Compliance should be a constant concern in contact centers, and managers and trainers must continuously mentor employees 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, and more importantly to prevent exorbitant fines.

Enterprise IP Telephony

Roadmap.mp3A Customer IP Communications System Roadmap
Goodbye PBX... all-in-one IP communications systems have become the new trend in the enterprise as well as contact centers. To successfully choose and implement an IP system, the best place to start is with a roadmap — current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

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.mp3Environmentally Friendly before "Green"
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.