Interactive Intelligence 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, 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 is the world’s premier IP communications event. For more information on IEXPO West 2012 click here.