Contact Center Solutions Featured Article

Interactive Intelligence's Global Alliance Program Offers New Power in Customer Service

March 19, 2014

Interactive Intelligence (News - Alert) is already a name to know when it comes to making the customer experience better, and now the company is about to augment that position even more by introducing its new Global Alliance Program. With this program in place, partners will get access to a wide array of new tools designed to help users better develop complete solutions for improving customer experience.

The Global Alliance Program offers participation at three different levels, each with its own specific set of services available. There's the Member level, the Contributor, and finally the Innovator; the firm already counts several companies as members at the Innovator level, including IBM, Microsoft (News - Alert), Polycom, and Zendesk among others.

All users in the Global Alliance Program get access to a host of integration tools, including desktop, server-side and cloud integrations, as well as SIP validation systems. There are a set of online-based self-help tools, as well as a set of integration starter kits. Technical training is even available, at a discount, and there are also code samples and how-to articles, allowing developers to help ensure that the products developed are in line with the best solutions that the industry currently has to offer.

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Plus, once the developers in question, who have access to the Global Alliance Program, have completed development work on the solution in question, there's also access to the Interactive Intelligence MarketPlace for Alliance participants. With access to MarketPlace, those involved in the Alliance can get in an a set of process automation templates, custom reports, dashboard systems, and several other powerful new tools involved in getting the solution out to market.

The Interactive Intelligence solution looks to offer plenty of tools to help partners stay under the company's umbrella from start to finish. That's a smart plan overall as it helps to build the company's importance in the mind of its users; essentially, Interactive Intelligence looks to be building its own customer experience systems, making its customers—those enrolling in the Global Alliance Program—see more value out of the process by offering different steps at different levels of functionality. Those who sign on will see plenty of reward, and signing on at a higher level provides a higher level of return, encouraging those companies to stick with Interactive Intelligence for other needs.

Only time will tell how well Interactive Intelligence's plan works overall, but one thing is quite clear: there's plenty to like about this program, and those companies getting involved at any layer of the Global Alliance Program should derive benefit from that association. There are simply too many useful tools involved to not see some kind of benefit.




Edited by Alisen Downey

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