Available during 8am - 5pm Eastern
Fill in your details on our simple form
Speak to one of our professional team members
The Truth about the Cloud: What Every Small Contact Center Needs to KnowAs industry interest in cloud-based contact center alternatives continues to grow, a great deal of misunderstanding still exists. Paul Stockford from Saddletree Research and Gina Clarkin from Interactive Intelligence discuss the myths surrounding cloud contact centers – with emphasis on cloud-based contact centers for smaller operations with 75 or fewer seats.
Interactive Intelligence PureCloud: Enterprise-Grade Cloud Services for Communications, Collaboration, and Customer EngagementThe 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.
The Customer Experience: the Journey from Good to GreatProviding a great customer experience has emerged as the holy grail of competitive advantage. And more than just efficiency, operational metrics and the “acceptable level of service” that contact centers have focused on for decades, the leap from good service to a great experience requires a different journey. Richard Snow of Ventana Research and Karina Howell of Interactive Intelligence guide you through this journey. Read what these two authorities on the customer experience have to say.
A Contact Center Crystal Ball: Marrying the Analyses of Service, Cost, Revenue, and Now, Customer ExperienceIf 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.
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.
A New Definition of Workforce ManagementThe 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 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.
The Ongoing and Formidable Challenge of Compliance: Predictions for 2014Successful 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 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.
Enabling Collaboration in Insurance: The Role of Communications, Content, and ProcessesCollaboration — 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 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.
Advanced Analytics and Actionable Intelligence: How Ambit Energy is using data analytics to deliver business valueData and effective use of technology are prominent in the decision-making processes for Ambit Energy. In fact, data is at the core of new product development and initiatives to transform the customer experience. Find out how the company’s focus on data as a strategic asset touches every aspect of how it manages operations and customer relationships.
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.
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.
The Patient Engagement Revolution: The Role of the Contact CenterBy focusing on increased integration, improved customer service strategies, and assessment of current business procedures, healthcare organizations can make the decision to move to a more proactive strategy for patient engagement. And the contact center or patient service center can serve as a great starting point and pivotal location for this change.
5 Initiatives to Make Your Contact Center an ACA Customer Service PowerhouseA 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.
7601 Interactive WayIndianapolis, Indiana 46278USACall: +1 800.267.1364
© 2014 Interactive Intelligence, Inc. All Rights Reserved