Cloud-based Contact Center / Communications as a Service (CaaS)

Flexibility in the Cloud: Dynamic Market Changes Require Adaptable Customer Support Solutions
As the pace of technology accelerates, cloud contact center communications enable companies to adopt solutions that deliver a compelling customer experience. Elizabeth Herrell from Communication Initiatives and Jason Alley from Interactive Intelligence discuss the significant benefits of flexible cloud solutions and provide key criteria for selecting the right business partner.

Comfort & Security in the Cloud: How Communications as a Service Delivers Superior Technology Stability and Resiliency
Compare cloud-based approaches to premises-based solutions for the contact center, and the cloud wins. Intelligent monitoring, dedicated support resources, ongoing management, formalized security architectures and processes, and assured business continuity/disaster recovery capabilities. Lori Bocklund of Strategic Contact, Inc. discusses strategic insights of the cloud, and Jason Alley of Interactive Intelligence discusses customer insights. All in one enlightening white paper.

Multi-cloud Customer Care and the Emergence of Cloud Brokers
Customer care is part of the hype about the cloud, especially with the Communications as a Service (CaaS) model for telephony requirements. Yet moving a customer care infrastructure to the cloud and navigating other applications that reside there can be tricky. Read what you can do to make your move successfully, from J.R. Simmons of COMgroup, Inc. and Jason Alley of Interactive Intelligence.

The Cloud-based Contact Center: Does it Make Sense for Your Business?
Functionality. Integration. Deployment models. Risks. TCO. Benefits to expect. When does it make sense to consider a cloud-based contact center, versus a premise-based solution? A move to the cloud is a critical decision for any business. Two industry authorities help you make it an informed decision: Donna Fluss, president of Fluss/DMG Consulting, and Joe Staples, CMO, Interactive Intelligence.

Taking Control: The Contact Center in the Cloud Offers Users More Control
Functionality. Resources. Deployment. Availability. Security. Control is an important issue whenever a business considers moving its communications applications to the cloud, especially those as mission critical as the contact center. In a Q & A format with Richard Snow, VP and Research Director at Ventana Research, and Jason Alley of Interactive Intelligence, read how cloud-based contact centers can actually offer users a greater level of control than premise solutions do.

Hosted 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.

A New Approach to Cloud Communications
Flexibility, faster deployment, minimal upfront expense, reduced IT requirements — no wonder the cloud is so popular. With its Communications as a Service (CaaS) offering, Interactive Intelligence leverages VoIP and a unique local control cloud delivery model to provide services for contact center automation and unified communications. Read why this approach is becoming just as viable, and popular, as the cloud itself.

The Contact Center

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience
In a multichannel model for customer service, the technology, processes, people, culture, and information must work together so that nothing fails in the customer experience. This goes beyond having an IVR, CTI, or monitoring the customer’s call with an agent. It’s about having a complete multichannel strategy throughout the consumer relationship cycle. Read about 10 objectives to consider when building a multichannel strategy to improve the customer experience.

Work-at-Home Agents: A Case Study Review (Part 1 of a 2-part series)
There are two sides to the growing trend of work-at-home agents: the people side, and the infrastructure side. Part 1 of this case study looks at the issues one contact center faced and the benefits it realized from the people side of a work-at-home agent initiative. In the end, this particular contact center’s remote agent solution impacted customer service metrics quite positively.

Deriving Value from Skills-Based Routing: A Guide to Implementing Skills-Based Routing Effectively
Basic skills-based routing lets a contact center exploit the benefits of a specialized workforce and harness the economies of pooled resources. But with best practices to add intelligence, consider degrees of capability within a skill, and adapt routing based on business criteria and conditions, contact centers can leverage agent proficiency at higher levels and realize even greater benefits. Read how.

Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience
Microsoft Lync Server 2010 has no equal for unified communications in the enterprise. But for the contact center, Microsoft Lync can fall short. When businesses integrate Microsoft Lync with CIC from Interactive Intelligence, they bring the enterprise and the contact center together. They extend multichannel communications options. They enhance collaboration between contact center agents and enterprise subject matter experts. They decrease hold times and increase First Call Resolution (FCR) rates. They make the customer experience seamless, and “exceptional.”

Excelling at Mobile Customer Service
Smartphones and mobile apps have provided newfound freedom and convenience to consumers, yet businesses still struggle in determining how best to use these new tools to their advantage. Read how your business can gain that advantage by delivering the type of mobile experience users have come to expect, from Michael Finneran of dBrn Associates and Brad Herrington of Interactive Intelligence.

Home Agent Series Part 1: Home Agents: The Big Game Changer
It’s a vast labor pool filled with unprecedented talent. They’re termed at home agents, and when an organization enables the appropriate flexibility for them, employee satisfaction climbs, the customer experience improves, incremental revenue is better — and agent loyalty is sustained. But to make at home agents a positive force, companies need to more effectively leverage tools that reside on the corporate platform, and extend them more fully to the contact center. Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.

Home Agent Series Part 2: Leveraging Technology for Remote Agents
The immeasurable success of remote agents can be traced to three things: Post-economic reset in customer contact organizations. High value technology to leverage the home working model. And business process revisions and best practices. This second installment of a three-part series takes a deeper look. From Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.

Home Agent Series Part 3: Next Generation Home Working
So the stage is set for the home working business model and the next generation customer experience. Now, organizations must consider the impact of mobile devices, demographics of leadership and front line support, and the architecture required to fully engage this new at-home work force. Read more in this final of a three-part series from Michele Rowan of At Home Customer Contacts, and Tim Passios of Interactive Intelligence.

A Realistic Look at Social Media and the Contact Center
Integrating social media for customer care isn’t really the question for businesses anymore. The bigger question is, “How do we manage it?” Blair Pleasant of COMMfusion LLC and Tim Passios of Interactive Intelligence identify four steps a company can take to address the issues of overseeing a social media initiative, and making it successful both in the contact center and organization-wide.

The Business Value of Consolidating and Centralizing Communications
Increasingly powerful servers. Robust IP infrastructures. Innovative architecture designs. For contact centers, it’s getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained. And costs are reduced. But according to Don Van Doren, president of Vanguard Communications and Brad Herrington, senior Solutions Marketing manager at Interactive Intelligence, consolidation can also do things like help eliminate “transfer trees” across an organization and make it easier to measure contact center performance and the customer experience. Read what else consolidation can do.

The Secret to a Lasting Relationship, or How Proactive Customer Contact Improves Customer Satisfaction
Businesses have called their customers using auto dialers and telemarketing for years. But with proactive customer contact (PCC), companies are now building creative applications that leverage customer and product information from across the enterprise — to extend personalized messages and sales offers that grow customer relationships and enhance loyalty. Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence, with contributions from analyst firm, Frost & Sullivan.

Executive Summary – Consolidating Infrastructures: IT’s New Call to Business
Information technology isn’t just about technology anymore. For CIOs and IT leaders, an emerging corporate objective is to generate new IT-based products, services and revenue streams — a business model that’s requiring IT to consolidate multi-point architectures into a leaner, more agile infrastructure able to execute at the business’s pace. Read about the various consolidation paths IT leaders are taking to streamline their operations, so IT can succeed in its new business role.

Cisco and Interactive Intelligence: The Value of a Combined Solution for Enterprise IP Telephony and Customer Care
It’s a key issue. Your enterprise is standardized on Cisco Unified Communications Manager (CUCM) for IP telephony, but what about your contact center and customer care? You can either expand your Cisco architecture for those operations, or you can look for an alternative solution that supplements CUCM to better meet the needs of the business and simplify IT tasks at the same time. Read how the Customer Interaction Center™ (CIC) suite from Interactive Intelligence does just that with its straightforward integration to CUCM via the SIP standard. From industry veteran Lori Bocklund, president of Strategic Contact, Inc.

The Value of Blending eServices and the Contact Center
How a contact center deploys and manages eServices — non-voice interaction channels such as email, chat, SMS and social media — is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.

Building Customer Centricity through Expertise-Based Interactions
The demand for customer centricity is not only increasing it’s becoming the driving principle behind any successful customer service strategy. Learn more about the recommended approach to customer centricity, from Marlon Machado, Product Manager, IBM and Brad Herrington, Sr. Manager, Solutions Marketing, Interactive Intelligence

Success with Remote Agents – Is Not so Remote
Thanks to social media, expectations for customer service and support have sky-rocketed — and remote agents are the answer to keeping up. And thanks to the new breed of centralized all-in-one IP communications systems, companies anywhere, of any size, can successfully utilize remote agents. Read how from some industry experts: Blair Pleasant of COMMfusion LLC, Nancy Jamison of Jamison Consulting, and Jason Alley of Interactive Intelligence.

Optimizing 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: 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.

The Social Alphabet: What You Need to Know About Social Media as the Ultimate Communication Channel
There’s no question. Social media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in. With their “social alphabet,” Shama Kabani of The Marketing Zen Group and Jennifer Wilson of Interactive Intelligence offer some proven guidelines for managing a social media strategy, and making social media the ultimate communication channel for your business.

Business Process Automation

Humanizing Business Process Automation: Optimizing Performance for Employees and Customers
Business process automation software can improve quality and accelerate processes. But BPA software is a tool, not a magic bullet. Determining a firm's values and the processes it uses to run the business come down to its leadership and people. And to its culture. Jesse Clark of Revelant Technology and Rachel Wentink of Interactive Intelligence explain why the human perspective is vital to BPA success.

The Evolving Role of Process Automation and the Customer Service Experience
True, customer service usually starts in the contact center. But a customer’s satisfaction might easily come down to support staff and knowledge workers in other areas of the business. With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization. When they do, according to authors Kyle Lyons of Ponvia Technology, Inc. and Gina Clarkin of Interactive Intelligence, businesses improve efficiency and cost containment… as well as the customer experience.

A 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 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.

Top 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.

The 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.

Unified Communications

A 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.

Accounts Receivable Management

Driving to One Percent: Call Analysis/Answering Machine Detection
In the accounts receivable management industry, automated dialing has become a prominent tool for consumer outreach. And the most critical capability of automated dialing is call analysis, which impacts operations and account workflow as well as profitability. So how much can be gained with even a 1% improvement in call analysis? Find out, in this first of the “Driving to One Percent” series from insideARM.com, Latitude Software, and Interactive Intelligence.

Business as Usual – How Much is it Costing You?... or, Why Industry-Best Call Analysis Matters
In the collections and telemarketing industries, it’s difficult to find new technology that’s both revolutionary and significant. Interactive Intelligence Media Server Call Analysis is in that category. From improvements in answering machine detection to new-age digital identification technology, it’s clear that Media Server Call Analysis is changing the game.

TCPA Compliance: Perspectives on Current Technology Options
The collections industry has a vested interest in the Telephone Consumer Protection Act (TCPA) and its provision against automated dialers. But TCPA compliance is murky, and while technology options can help, none are without risks. Attorneys David Kaminski and Anita Tolani discuss various aspects of technology solutions for compliance in this Q&A-based whitepaper. Read what they have to say.

“Guaranteeing” Compliance: Better Hiring, Better Work Environment, Better Quality Management
Some aspects of call center compliance are straightforward, such as recording calls. Other aspects are trickier, such as collectors being FDCPA-compliant when they’re on the phone with consumers. But the biggest issue is, can you guarantee compliance? The likely answer is, no. But with this latest paper from insideARM.com, Interactive Intelligence and Latitude Software, you can get pretty close.

Beginner’s Guides to Data Security, IT Security Compliance & Audits
ARM performance no longer is measured only in terms of liquidation, dollars collected, and right-party contacts per hour. It’s also measured in terms of compliance and quality practices. Use this collection of Beginner's Guides to make sure your compliance program is up to the task in the event of an audit, courtesy of insideARM.com in conjunction with Latitude Software and Interactive Intelligence.

The Future of Compliance for the Debt Collection Industry: 10 Forecasts for 2012
In the accounts receivable management (ARM) industry, compliance is at once a legal requirement, a reputational risk management strategy, an ethical imperative and an unavoidable operational expense. More so for debt collection service providers, compliance is an ongoing and mutable challenge. With several major federal and state compliance issues on the horizon in 2012, read what ARM industry professionals are forecasting. From insideARM.com, Latitude Software and Interactive Intelligence.

8 Tips for Outbound Calling Compliance for the Debt Collection Industry
Accounts receivable management is a minefield of federal regulations and individual state and local laws — which makes compliance for outbound calling a moving target. But are the challenges of compliance insurmountable? No, they aren’t. With regard to the Fair Debt Collection Practices Act and the Foti Decision in particular, a few straightforward tips can help collection firms overcome compliance hurdles. Read what those tips are, from the experts at insideARM.com and Latitude Software.

Strategic Planning

Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
The contact center industry has always been able to successfully quantify and predict change. Until now. With more random and unpredictable changes in volumes and contact content, the standard planning approach no longer applies. Planners need better, more innovative tools. Find out what new forecasting and planning tools are available to handle all the business change and uncertainty.

Customer Experience, Trends, and Staff Planning
Customer care executives often say the most important metric in their contact center is “Customer Satisfaction Score,” since a good customer experience will lead to more business. For planning, however, such scores exhibit seasonality, trends, and differences across contact centers. Industry expert Ric Kosiba, Bay Bridge Division vice president for Interactive Intelligence, tells you what customer experience metrics mean to planning analysts, and how to take advantage of them.

Contact Center Enterprise Analytics: Advances in Decision Technologies
Enable a Whole New Class of Contact Center Analytics How and why do executives make strategic decisions in contact centers? What is the standard process? Enter enterprise analytics, the application of specialized decision technologies to contact center performance monitoring, forecasting, scenario development, plan development and evaluation, business risk analysis, and ultimately, strategic decision-making. Read how it all works.

Contact Center Planning: Agility is Key
Industry experts are all saying it. The strategic planning concept in contact centers needs change. Planning should be flexible, adaptive, automated, and optimized. That’s why leading contact centers are moving towards flexible plans to improve contact center performance: the organization, technologies, and business decisions that are current best practices. Read more, learn more.

Finding Costs Hidden in Your Contact Center Plans
In a contact center, staff plans, budgets and overall costs are determined long before the workforce management software gets to work its tactical magic. That approach is backwards, and unproductive. Any real improvement to staffing efficiency comes by improving the contact center long term operational planning process, rather than the traditional workforce management process. Read why.

Workforce Optimization

Using Real-Time Speech Analytics to Turn a Negative Experience into an Extended Revenue System
In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.

Think Strategic: Workforce Optimization – Get it Working for Your Organization
It’s known that a Workforce Optimization (WFO) solution can improve a contact center’s operations and efficiency. But there’s little discussion on the benefits WFO can have on strategic planning and execution. Read exactly what benefits you can expect, from an improved customer experience and increased customer loyalty to greater employee satisfaction and decreased operational costs.

Improving Your Customer Strategy with Workforce Optimization
When two contact center industry authorities conduct a Q&A about workforce optimization (WFO) and its benefits for your customer strategy, their resulting white paper is worth reading. Donna Fluss of DMG Consulting and Brandon Rowe of Interactive Intelligence discuss the functional requirements of WFO, what applications to start with, associated innovations such as speech analytics, everything.

Workforce 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.

Top 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.

Transforming a Measurement Program into a Meaningful Program: 8 Great “Next Steps”
For post call IVR surveys, eight straightforward initiatives can help increase the value of the customer feedback a survey provides. Following the whitepaper “Top 10 Customer Satisfaction Best Practices” previously published by CFI Group and Interactive Intelligence, this paper outlines the next steps toward better survey outcomes. Read more, from the same two authorities on feedback management.

How to Leverage Quality Management for Regulatory Compliance
How quickly can you defend your organization and prove that your employees followed the law? Good question, but unfortunately many companies don’t ask it enough. For compliance, it’s imperative to continually train employees and measure their performance towards regulatory guidelines. Learn about best practices for monitoring, recording and scoring to achieve and substantiate compliance, including how recording file maintenance and rapid retrieval can help prevent exorbitant fines.

The Insurance Industry

The Insurance Contact Center Transformation: The Business Value for Improved Customer Service
Insurance executives realize the contact center is critical to their corporate strategy. It sets expectations for their company’s brand, image, sales, and word of mouth marketing. Interactive Intelligence works closely with insurers to optimize contact center effectiveness and value by making use of tactical and strategic content information. Read how this approach has resulted in an “Intelligent Contact Center” for insurers across the industry.

Best Practices in Customer Service for Insurance: Maturing the Focus…from Transaction to Interaction
Insurers are looking for new ways to deliver value for the customer experience. They’re taking a larger view of the customer relationship, and evaluating every interaction and exchange. Now, they must progress from a transaction focus to an interaction focus. Read how insurers everywhere are doing exactly that, from industry authority Mark Breading of Strategy Meets Action.

Transforming the Insurance Customer Experience with Business Process Automation: A Three-Tiered Approach
Claims. Licensing. Underwriting. For many insurance companies, each area can negatively impact compliance risk and associated costs as well as the customer experience and future revenues. Business process automation can help improve these areas, however, and make the customer experience more rewarding. Read how, from Diane Halliwell of Sperco, and Gina Clarkin of Interactive Intelligence.

Extending Contact Center Capabilities Across the Insurance Enterprise: Conjoining Social, Mobile, ECM, and Process Automation
IT strategies in insurance have traditionally been driven by business objectives and business strategy. But with technology advancements for mobile solutions, social media, analytics, content management (ECM), and process automation, insurers can now take a conjoinment view to evaluate opportunities and drive differentiation. Read more in this paper from Mark Breading of Strategy Meets Action.

Beyond the Insurance Contact Center: The Communications Center of the Future
Direct sales. Policy servicing. Claims. In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies. It’s an evolution that, according to Mark Breading of SMA Strategy Meets Action, can be characterized as: 1.0 the call center, 2.0 the contact center, and 3.0 the communications center. Learn how leading insurers are now creating competitive advantages at the 2.0 level, and how 3.0 will make those advantages even greater.

The New Customer Service Model in Insurance: Enabled by Unified Insurance Solutions
The question insurers should be asking is, “How can I best achieve great customer service?” The answer is to unify the communications between an insurer and policyholders — and unify them across the entire business. Do so, and customer retention improves. Cross-selling and up-selling improve. Claims efficiency improves. And market opportunities improve. Read how from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.

Integrated Content and Communications: A Key Business Issue for Insurers
Insurers are renewing their focus on top line growth, and many are learning that growth requires improving the customer interaction process first. Deb Smallwood, founder of Strategy Meets Action (SMA), and Mark Breading, SMA partner, pinpoint what insurers must do to deliver “good” customer interactions: They must effectively integrate content and communications solutions with their core systems for underwriting, policy servicing, and claims — to make the customer experience superior.

Holistic 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.

The Utilities Industry

Let’s Get Social: Best Practices in Utility Outage Communications
Utility outages are inevitable. And how utilities communicate with customers who are impacted by an outage can be a relatively positive or an incredibly negative experience. With a strategic and proactive social media plan, utilities can improve real-time, two-way communications with customers and entire communities, and can even gain a competitive advantage. Read how, from author Warren B. Causey, President & CEO of Warren B. Causey, Ltd.

Four “Must Have” Utility Contact Center Enhancements to Improve Customer Service and Save Money
Merge dispersed call centers into a single virtualized operation. Offer a callback option to eliminate on-hold times. Leverage work at home agents for greater availability. And utlize workforce management tools to improve schedules and service levels. Read how these strategic changes can benefit any utility contact center, from LeAnne Foster of Southwest Gas, and industry veteran Frank Tersigni of Altivon.

The Interaction Center Platform

How the Interaction Center Platform® has Changed the Communications Industry
When Interactive Intelligence introduced its standards-based multichannel software platform for unified business communications and voice over IP (VoIP), it changed the communications industry. Now more than 17 years later, this platform is still revolutionary, and just as versatile, practical and straightforward as first envisioned. Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.