Contact Center Solutions Featured Article

Interactive Intelligence's Global Interactions 2012 Conference Draws over 1,500 Attendees

July 23, 2012

Interactive Intelligence (News - Alert) Group, a global provider of contact center automation, unified communications, and business process automation software and services, successfully completed its global Interactions 2012 conference last month. Interactions 2012 conference covers key business communications technology trends; offers solutions to address contact center automation, unified communications, and business process automation challenges. The event witnessed participation of more than 1,500 attendees, which included customers, prospects, partners, consultants, analysts and members of the media representing 33 nations.

In a press release, Interactive Intelligence Group’s founder and CEO, Dr. Donald E. Brown, said, “In addition to making investments relative to the many key trends shared during our conference, we’ve got major product initiatives underway in the areas of speech technology, process automation, video, and business intelligence and data analytics. As I emphasized in my closing conference keynote, our mission is to offer scalable, reliable, and relevant communications apps, while giving businesses maximum control over their customers’ experience without resorting to low-level customization.”

Organizations are increasingly focused on simplifying infrastructure to cut costs, getting a more correct view of customer analytics, and quickly adapting to changing business needs. At the same time, growth of e-mail, web chat, SMS and social media is prompting many organizations to broaden self-service options to these new channels. Companies are becoming choosy while considering communications-as-a-service offerings as a substitute to premise-based systems. Organizations are also recognizing the need to offer consumers more than “click-to-call” from mobile customer service applications.

Keeping these trends in mind, Global Interactions 2012 Conference discussed key business communications technology trends like infrastructure consolidation and centralization, multichannel communications and social media, cloud-based communications, and mobile customer service. The event took place in Indianapolis. Next year’s Interactions 2013 conference is scheduled to take place in Indianapolis, Indiana May 13 – 16.

Interactive Intelligence was recently in news when KVH (News - Alert), a Tokyo-based information delivery platform, partnered with Interactive Intelligence Group in a cloud-based contact center business venture. According to a distributor agreement with Interactive Intelligence, KVH will offer KVH CallPORT, a cloud-based contact center solution.




Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. For more information on IEXPO West 2012 click here.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!