Whitepapers

Cloud Solutions

Interactive Intelligence PureCloud: Enterprise-Grade Cloud Services for Communications, Collaboration, and Customer Engagement
The PureCloud service suite is a way to get just about everything for effective communications, collaboration, and customer engagement from a single vendor. Gone are the seams, cracks, and fissures that create complexity and waste time and money. PureCloud is truly a revolutionary approach to these problems, and yet can be completely evolutionary in the way an organization deploys it. PureCloud can coexist with and even extend the useful life of many existing systems, while allowing most any organization to more rapidly add applications, provide a significantly enhanced customer experience, and improve employee collaboration.

Cloud Communications and the Federal Government: Opportunities to Seize
To put it carefully, certain technology decisions at the federal level since 2002 have been questionable. But citing new “Cloud First” policies for implementations in government contact centers, data centers, and federal agencies, cloud initiatives are now showing value by way of cost reductions and broader functionality. Abdo Rabadi of Blue Kite Consultants and Mechele Herres of Interactive Intelligence say even more benefits of the cloud await. Read how the federal government can best achieve them.

View all CaaS whitepapers

The Contact Center

5 Initiatives to Make Your Contact Center an ACA Customer Service Powerhouse
A market transformation like the Affordable Care Act brings the excitement and possibility of technology advances, process improvements, and a new outlook to increase business with exceptional customer service. For the ACA, five contact center initiatives, working together, can generate measurable improvements in the customer experience. Read how, from Jennifer Wilson Peevey, Solutions Marketing Manager for Insurance & Healthcare at Interactive Intelligence, Inc.

A Contact Center Crystal Ball: Marrying the Analyses of Service, Cost, Revenue, and Now, Customer Experience
If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.

View all Contact Center whitepapers

Business Process Automation

Process Automation and Multichannel Technology: Exceptional Customer Experience Drives Success
Today, 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 Experience
When 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.

View all BPA whitepapers

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.

Strategic Planning

Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer Experience
Customer 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 Version
UK version

Top Tips for Managing the Contact Center Strategy
A 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.

View all Strategic Planning whitepapers

Workforce Optimization

A New Definition of Workforce Management
The complex service operations businesses deal with today demand a broader view of workforce management: a new one that fully embraces the concepts of strategic planning within the definition. Workforce management and strategic planning are not two separate processes or systems. They are two components that work together to solve a single problem in the contact center. Learn more about this whole new approach, from Ric Kosiba, Ph.D., and Brian Spraetz of Interactive Intelligence.

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.

View all Workforce Optimization whitepapers

Accounts Receivable Management

The Ongoing and Formidable Challenge of Compliance: Predictions for 2014
Successful compliance is constantly a challenge for companies in the ARM industry. To better understand the compliance landscape and complexity of U.S. Federal and state laws and regulations, Interactive Intelligence and insideARM.com queried a group of industry professionals about the trajectory of compliance issues in 2014. Read what these professionals say to expect moving forward.

Payment Compliance: Same Rules, Different Game
It’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.

View all Accounts Receivable Management whitepapers

The Insurance Industry

Enabling Collaboration in Insurance: The Role of Communications, Content, and Processes
Collaboration — working together for a common goal — is an integral part of the insurance business. But today, the need to rapidly assemble teams and capitalize on human expertise to provide faster, better decisions makes collaborating all the more important. Author Mark Breading of Strategy Meets Action explains how applying collaboration technologies to specific insurance business problems is enabling insurers to realize the true promise of collaborating for a competitive advantage.

Insurance Contact Centers in the Cloud: Communications as a Service (CaaS) Goes Mainstream
Insurers 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.

View all Insurance Industry whitepapers

The Utilities Industry

The Aging Utility Workforce: Business Impacts, Technologies, and Material Strategies to Address the Challenges
The 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 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.

View all Utility Industry whitepapers

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.