Three years ago I wrote a blog titled Why you will never take away my desktop phone, which mentioned a report by Gartner that said desktop phones will be replaced by mobile phones by 2011. Back then, it looked like RIM and Apple were going to dominate the mobile market and Google was nowhere to be seen.
Well, here we are at the end of 2012 and the majority of organizations are still using desktop phones. Surprising? Not at all. But in looking back over the past three years, there has been a lot of change in the way we [...]
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 [...]
You may have read recently about the release of our latest version of our Interaction Dialer® product. Interaction Dialer® 4.0 offers a wide variety of features, and enhances many of the items from our previous release. I am particularly excited about it, as I was heavily involved with our internal testing and spent most of this year working directly with this product. I’d like to use this blog post to add some additional context to the key highlights of this version.
#1 – The Removal of Workflows
One of the biggest changes in the 4.0 release is the elimination of [...]
The latest buzz regarding customer contact channels is mobile applications. How do you ensure success within this channel? I recently attended a webinar by Information Week Financial Services called Getting Answers from Mobile Initiatives where they discussed different applications for the insurance industry, metrics that indicate mobile success, and where companies are focusing their money for mobile applications. According to Forrester Research, the top 3 priorities/objectives for mobile applications are:
Increasing customer engagement Improving customer satisfaction Appear as innovative
I would like to examine the first two objectives, customer engagement and satisfaction. As a consultant, I have received the consistent [...]
Last week I spent some time at an event on ‘big data’ in the insurance industry. The one-day seminar featured speakers from Gartner, IBM, and panelists from insurance technology providers and carriers. Throughout the sessions, interesting and innovative ideas were presented around the concept of making the most of the data and the business intelligence we have. With that said, I saw three main themes:
How to use this data for predictive insight How to assess risk and fraudulent activity How to remain competitive and profitable
What I found interesting was that of all these concepts, very few presenters spoke [...]
The interest in recruiting and hiring for “at-home agents” has become increasingly popular over the past few years. The possibility of increased productivity from home-based employees coupled with the ability to cut cost simultaneously has proved to be an intriguing business case to most companies. However, companies are still not quite sure which policies to adopt and what first steps to take to address moving from a brick and mortar environment to a home-based one.
Fortunately, over the past few months, I had the opportunity to attend and speak at a few at-home agent (remote agent) conferences/summits on behalf [...]
The product or service your company provides may not change at all from one customer to the next, but the way in which you provide it could change greatly, because of the customer. How well do you know your customers, and how are you using that knowledge to better serve them?
I was an IT guy, here at Interactive Intelligence, for 8 years. My role was providing desktop support for our diverse user base –my internal customers. On one end of the spectrum, we have software developers writing code for an all-in-one communications platform and on the other end, [...]
According to a recent Gartner survey, Cloud Services Brokerage (CSB) is playing a larger role in the future of IT services. So what is it and why should we care in the world of customer care?
Are more and more of your customer care (and other) applications moving to the cloud now that concerns have been addressed? If so, you are likely facing three new and interesting business challenges.
How to manage varying contract, billing and support terms of various cloud services How to integrate multiple cloud applications to deliver end-to-end services How to augment functionality offered by cloud [...]
This is going to be a short post as we wrap up our discussion from our last post. Let’s visit our response message and see how we can tackle the XPath issue where the prefix has not been assigned to our namespace in the response message.
One of the ways we can make this work is by defining a prefix of our choosing in our name space definition.
The step that is responsible for that is the ‘XML Set Document Property’ which allows you to define your namespaces.
The format used for defining the namespaces is as follows: xmlns:<prefix>=”<namespace-uri>”.The list [...]
Two of the hot topics discussed in the contact center space are — anything to do with social media and of course mobility. In some cases they are part of the same discussion, but if I were keeping score, the interest in how contact centers can better handle interactions with their mobile customers is way ahead of the social media issues. The focus is around providing a better customer experience for users who need to interact with a contact center during a mobile transaction. Companies are seeking a ways to improve how consumers in all demographics deal with [...]