interactive intelligence

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Published By: Interactive Intelligence     Published Date: Feb 14, 2012
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,
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
ocial 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.
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read this whitepaper to learn why the human perspective is vital to BPA success.
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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call center management, call center software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: May 07, 2012
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.
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interactive, technology, ecm, process automation, social and mobile technology, application integration, business analytics, content management system
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read this survey's findings, and the rationale of IT leaders for choosing the cloud, in this CIO Market Pulse white paper sponsored by Interactive Intelligence.
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caas, communications as a service, cloud communications, cloud applications, communication solutions
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?
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mobile apps, mobile self-service, mobile applications, customer interactions
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
In this whitepaper, Daniel Hong and Keith Dawson from Ovum take an extensive look at how smart devices can revolutionize the customer experience.
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customer service, customer experience, customer interactions, smart devices, mobile strategy, customer care, mobile computing, wireless application software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read what you can do to successfully move your customer care infrastructure to the cloud, from J.R. Simmons of COMgroup, Inc. and Jason Alley of Interactive Intelligence.
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customer care, cloud brokers, caas, communications as a service, contact center applications, customer experience management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
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.
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mobile customer service, customer service, mobile experience, mobile apps, mobile computing, wireless application software
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read why the emergence of speech analytics will continue to help organizations realize value in this Research Perspective from Ventana Research, sponsored by Interactive Intelligence.
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customer experience, customer care, speech analytics, customer experience management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Download this whitepaper to learn 11 ways that you can leverage remote agents.
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remote agents, home agents, customer experience, customer contact, contact centers, mobile workers
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
Does a cloud-based contact center make sense for your business? In this white paper, we go over the many questions about a cloud based contact center -- about deployment of cloud centers, the TCO's of owning a cloud based contact center and more.
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cloud, datacenter, contact center, deployment, tco's, enterprise applications, data management, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
Comfort & Security in the Cloud - Read this white paper to learn how communications as a service delivers superior technology stability and resiliency. Learn about the world of the contact center and the technology today that offers richness and more
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comfort and security in the cloud, white papers, learn communications, call centers, caas. communications as service, interactive intelligence, enterprise applications, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
This two part paper is a review of a remote agent case study. This first part looks at the issues faced and the benefits received from the people side of the project: How the agents and management of a remote solution can positively affect customers.
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case study review, customer service metrics, interactive intelligence, remote solutions, knowledge management, enterprise applications, data management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
The modern contact center is a company's primary resource for delivering a differentiated customer experience and driving efficient and cost-effective customer satisfaction. Top tier contact centers make regular investments in advanced technologies.
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implementing skills, routing, interactive intelligence, enterprise applications, data management, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
Home working is among the top three strategic priorities for many Fortune 500 companies. The home working business model continues to accelerate in customer contacts, mid and back office functions as well as across the enterprise.
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next generation, home agent series, fortune 500, interactive intelligence, business case for home working, back office functions, it management, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
The economic pressures of the last three years have forced businesses to focus on cost reduction, often ahead of everything else. At the onset, the belt-tightening in the customer contact organization was viewed as temporary. Read on for more.
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home agent series, leveraging technologies, remote agents, interactive intelligence, enterprise applications, data management, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 26, 2013
Read this white paper, from Interactive Intelligence, on transforming a measurement program into a meaningful program. Follow these eight steps outlined in the white paper to truly create a meaningful measurement program.
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transforming measurement programs, customer feedback, surveys, metrics, integrating scores, business metrics, enterprise applications, data management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 26, 2013
In today's regulations and risk management, business has become increasingly complex, and penalties are growing. Managing risk must therefore include monitoring the actions of your entire organization and more. Read on to learn more about compliance.
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quality management, regulatory compliance, risk management, complex risk, monitoring actions, data management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 26, 2013
What happens when customer experiences go terribly wrong? In this white paper, we look at real world examples of customer experiences going terribly wrong from different points of view -- from consumers and carriers.
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transforming customer experience, interactive intelligence, business process automation, different points of views, customer examples
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 26, 2013
Traditional advice for developing IT strategies in insurance is to use business objectives and business strategy to drive the IT plan. In this white paper, learn about extending contact center capabilities across the insurance enterprise.
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contact center capabilities, insurance enterprise, next generation technology, integration, it plan, it strategy, enterprise applications
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 26, 2013
Insurers are renewing their focus on top line growth-seeking ways to increase premium volumes while at the same time improving profitability. Properly interacting with customers creates revenue on all ends. Read on to learn about key user interaction
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integrated content, communications, key business issues, points of contact, upselling, account management, client services, knowledge management
    
Interactive Intelligence
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