A new year always brings with it an opportunity to reset, reevaluate, reassess, or any other “re” word that might fit here. For contact centers this reexamination (I knew I could come up with another one) is no different. At the beginning of each of the last three years, I’ve teamed up with Art Schoeller from Forrester Research (BTW, Art is a really smart guy) to look at the hot trends in the contact center space and what those trends might mean for businesses who have deployed contact centers as a way to interact with their customers. The on-demand version [...]
As I reflect on last week and my time spent at Enterprise Connect, I can’t help but think about all of the conversations I participated in about the unmet needs of small contact centers. The #1 question asked at the show was around how a small contact center can possibly compete with the “big guys,” meeting the same expected service levels that they do with limited resources. Many were wondering if the cloud can help them meet this challenge.
For those who may be unaware, 65% of the contact centers in the world have less than 50 agents, meaning that [...]
If you were to ask your contact center this question, “Who’s got it better than us?!,” how would they respond? How about your customers? Would they enthusiastically shout, “Noooo-body!” like the San Francisco 49ers (American) football team that just played in the Super Bowl? I know, they got beat and you’re probably thinking, “The Baltimore Ravens have it better than the 49ers…” but did we really have to go there? Ha!
While it’s a bit of a reach to think your contact center agents and customers will jump out of their seats and excitedly chant, “Noooo-body!,” perhaps it’s a worthwhile [...]
Today, the term “cloud” seems to permeate every discussion and every bit of writing on the subject of contact center and business communications. It is the fastest growing segment of those industries by a long shot. Well-respected analyst firm, DMG Research, recently published in their comprehensive 433 page Cloud-Based Contact Center Infrastructure Market Report, that the cloud contact center market will grow 45% in 2012. That compares with single digit growth for its premise-based counterparts. If you look just at Interactive Intelligence as an example, our cloud based contact center business has been the fastest growing segment of our business [...]
Recently I’ve been playing around with creating my own web services to consume in a relatively new product of ours called Interaction Process Automation. Our group has also been exploring the use of web services in our newly developed web administration for 4.0 and we’ve created a few for some newly developed mobile applications. So recently I’ve had web services on the brain and it seemed like a good topic for my first post on the Tech Lounge.
I’ve had many questions in the past about our plans to expose API’s to Customer Interaction Center in the form of Web Services. [...]