Contact Center Solutions Featured Article

Interactive Intelligence: Ahead of the Curve with UC for the Contact Center Growth

August 11, 2008

Originally posted on Rich Tehrani’s VoIP Blog

 
One of the most innovative communications companies around certainly has to be Interactive Intelligence. The company saw the unification of communications happening in the mid 1990s and launched products to take advantage of what it saw as a huge opportunity.
 
While the rest of the communications space was awash is individualized, siloed solutions, Interactive Intelligence was busy building solutions that minimized the traditional box overload most call centers had to contend with.
 
Specifically, the company focused on eliminating the need for a separate PBXs, ACDs, IVRs, etc. Sure, this makes sense today, but in the nineties it was far from common thinking.
 
What I have learned in my career is having a good idea is only part of what makes a successful company. You also need to stick to your guns and be around when the market turns in your direction.
 
Let's just say that with all this talk of unified communications (UC) and, more specifically, UC in the contact center, Interactive Intelligence is in a great position. Ironically, as many others in the space are promoting the promise of UC, those of us in the know are aware Interactive Intelligence (commonly referred to as I3) may be the original UC innovator.
 
Joe Staples the company's senior vice president of worldwide marketing, was in the unified messaging space back in the nineties. You might remember this as the precursor to the UC space. He has been with Interactive Intelligence for a number of years now and while there, the company has been doing quite well.
 
It is for this reason I thought an interview with Staples was in order and here is the podcast for your listening pleasure.
 
Interactive Intelligence is a Platinum sponsor of at Call Center 2.0, the leading technology event for call center and CRM decision makers, collocated with Internet Telephony Conference & EXPO — the biggest and most comprehensive IP communications event of the year. Call Center 2.0 and ITEXPO will take place in Los Angeles, California, September 16-18, 2008, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss.  Visit Interactive Intelligence at booth #514 in the exhibit hall. Don’t wait. Register now!

Rich Tehrani is President and Group Editor-in-Chief of TMC. In addition, he is the Chairman of the world�s best-attended communications conference, INTERNET TELEPHONY Conference & EXPO (ITEXPO). He is also the author of his own communications and technology blog.



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