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A Hybrid Approach to Cloud Communications: Combining the best of cloud services and on-premises infrastructureFlexibility, faster deployment, minimal upfront expense, and reduced IT requirements have made Cloud Communications viable for business. Along with the many advantages of Cloud Communications, the Communications as a Service (CaaS) offering from Interactive Intelligence includes a hybrid deployment option that simultaneously provides the security, reliability and control of an in-house communications system. Read why this hybrid approach is better.
Crossing Boundaries for Contact Centers: Knocking Down Geographies and WallsGeography can play havoc on most any contact center, especially for multi-site operations. Creating additional problems are the enterprise “walls” between agents and the subject matter experts they must often collaborate with to resolve customer issues. Blair Pleasant of COMMfusion LLC and Brad Herrington of Interactive Intelligence spell out how cloud-based communications help overcome these boundaries, whether a single contact center or multiple sites.
Comfort & Security in the Cloud: How Communications as a Service Delivers Superior Technology Stability and ResiliencyCompare 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.
Contact Center Metrics that MatterMany performance metrics are as old as the contact center industry itself, and are still in widespread use. But as new communications channels such as social media emerge, and as the definition of efficient customer service evolves, new metrics are gaining the attention of the industry. Paul Stockford of Saddletree Research and Joe Staples of Interactive Intelligence explore some of these “metrics that matter,” and discuss how they’re changing the definition of the contemporary contact center.
Using a Multichannel Strategy to Deliver an Exceptional Customer ExperienceIn 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.
Process Automation and Multichannel Technology: Exceptional Customer Experience Drives SuccessToday, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
Optimizing Content-Centric Processes to Improve the Customer ExperienceWhen managers watch how their front line personnel work and the processes they have to follow, they’re stunned by all the conflicting systems and media channels many processes involve. More than that, managers are alarmed by the resulting inefficiency and poor service levels. The solution, says author Craig Robinson of BBW Consultants, is a content-centric process approach designed to make service delivery more efficient, based on the way the customer prefers to communicate.
A Customer IP Communications System RoadmapGoodbye 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.
Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer ExperienceCustomer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.US VersionUK version
Top Tips for Managing the Contact Center StrategyA capacity plan is the best big picture decision-making device for a contact center executive. In many ways, this plan and the resourcing decisions it expresses is the overarching statement of how management wants to treat its customers and agents. Read how a well-managed and funded strategic plan can lead to a well-managed operation, and to achieving desired satisfaction levels for customers and agents alike.
Using Real-Time Speech Analytics to Turn a Negative Experience into an Extended Revenue SystemIn 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 OrganizationIt’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.
Payment Compliance: Same Rules, Different GameIt’s an economic climate best described as post-recessionary, yet in sluggish recovery. And throughout the ARM industry, companies are facing challenges ranging from business operations to avoiding fraud to mitigating risks when collecting and processing payments. Chris Gonzales of BillingTree and Ian Winder of Interactive Intelligence discuss collections compliance and highlight strategies and best practices that mitigate risk and improve operational efficiency at the same time. Read more.
Driving to One Percent: Call Analysis/Answering Machine DetectionIn 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.
Insurance Contact Centers in the Cloud: Communications as a Service (CaaS) Goes MainstreamInsurers manage some of the most critical technology environments in any industry, and they’re increasingly turning to the cloud to provision their computing resources and services. Many insurance organizations are using cloud-computing approaches for servers, data storage and network capacity as well as for business applications, and are finding Communications as a Service (CaaS) in particular to be a natural fit. Read why, from author Mark Breading of Strategy Meets Action.
The Insurance Contact Center Transformation: The Business Value for Improved Customer ServiceInsurance 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.
The Aging Utility Workforce: Business Impacts, Technologies, and Material Strategies to Address the ChallengesThe utility industry’s workforce is aging, and according to industry analysts, it’s a growing concern to utilities worldwide. The concern is “brain drain,” and utilities are witnessing it at an increasing pace as long-tenured employees begin to retire and leave a void of knowledge. Kim Gaddy of Utility Analytics Institute, Mechele Herres of Interactive Intelligence, and a panel of industry professionals discuss what utilities organizations are doing to address an aging workforce and stem brain drain.
Let’s Get Social: Best Practices in Utility Outage CommunicationsUtility 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.
How the Interaction Center Platform® has Changed the Communications IndustryWhen 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.
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