News
Interactive Intelligence to Release Customer Interaction Center™ 4.0
Demos
Weekly Live Web Demos
Contact Center Solutions
Every Wed. 8PT/9MT/11ET
Enterprise Solutions
Every Wed. 10PT/11MT/1ET
Recorded Demos
Recorded Demos
CIC Demo
Agent Demo
Supervisor Demo
Research, Papers & Publications
The Intelligent Contact Center
All-in-One vs. Multi-Point Solutions: Which is better?
Emerging Trends and Technologies Shaping the Contact Center Industry in the New Economy
Business value of Consolidating and Centralizing Communications
Case Studies
Cable Shopping Network (CSN)
Vegas.com
Videos
Introduction to Altivon
CEO Interview: Interactive Intelligence
The value of All-in-One Technology
Resource Center
Below are links to all resources available on this web site.
If you prefer, you can review detail by resource, focus area or industry using the Resources View.
Live Web Demos
- Contact Center Solutions (Every Wednesday 8PT/9MT/11ET)
- Enterprise Solutions (Every Wednesday 10PT/11MT/1ET)
On Demand Webinars
- Announcing A VoiceCon Webinar: Plan the Next Chapter in Your Nortel Story
- Building a Successful Remote Call Center Agent Program: An Expert's View on Home Shoring and Remote Agents
- Collection Webinar Series Session 1: Skills based dialing and call routing
- Collection Webinar Series Session 2: Treatment Strategies—Technology that enables pre-call treatment strategies
- Collection Webinar Series Session 3: Treatment Strategies—Using profile scoring and segmentation to predict propensity to pay
- Collection Webinar Series Session 4: Managing Costs in the Collections Contact Center
- Contact Center Consolidation and Centralization
- Creating the Intelligent Contact Center—Gaining a competitive advantage with ‘intelligent’ contact center applications
- Increasing Intelligence for your Cisco IP Phone System
- Looking for more than dial tone? How the next generation IP telephone systems offer application functionality that will amaze you!
- Messaging for Today's Enterprises—what's needed and how to survive
- Successful Strategies for IP Business Communications—Effectively utilize and manage the mobile workforce
- The 100% Microsoft-based IP Telephony Solution—Leveraging Your Investment in Microsoft Technologies for VoIP
- The Unified Contact Center
Demos
- Request an onsite or web demonstration
- Agent Demo
- CIC Demo
- Interaction Dialer Demo
- Interaction Dialer for Accounts Receiveable Management
- Interaction Feedback
- Interaction Optimizer Demo
- Interaction Process Automation Demo
- Interaction Process Automation Demo (Part 1)
- Interaction Process Automation Demo (Part 2)
- Interaction Process Automation: 4 Steps Demo
- Interaction Recorder Demo
- Messaging Interaction Center (MIC) Demo
- Microsoft OCS Demo
- Right Now Demo
- Roosevelt University IPA Demo
- Supervisor Demo
- Weekly Contact Center Demo
- Weekly Enterprise Solutions Demo
Research
- 2011 Frost & Sullivan, Company of the Year Award, Contact Center Systems, North America, 2011
- 2009 North American Agent Performance Optimization
- All-in-One vs. Multi-Point Solutions: Cost Comparison
- All-in-One vs. Multi-Point Solutions: Migration Strategies
- All-in-One vs. Multi-Point Solutions: Which is better?
- Building an ROI Model for a Cloud-Based Contact Center
- Emerging Trends and Technologies Shaping the Contact Center Industry in the New Economy
- Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
- Gartner Magic Quadrant for Unified Communications
- IP Telephony Primer
- IT Spending in a Down Economy: Smart Investments Make for Competitive Advantage
- Success with Remote Agents – Is Not so Remote
White Papers
- 8 Tips for Outbound Calling Compliance for the Debt Collection Industry
- Back to Basics: All-in-One versus Individual Best-of-Breed Solutions
- Best Practices for Process Automation
- Building Customer Centricity through Expertise-Based Interactions
- Business Communications: The Next Wave in Cloud-Based Computing?
- Business value of Consolidating and Centralizing Communications
- Cisco and Interactive Intelligence: The value of a Combined Solution for Enterprise IP Telephony and Customer Care
- Communications Enabled Business Processes on the Interaction Center Platform
- Consolidating Infrastructures: IT’s New Call to Business
- Contact Center in the Cloud Offers Users More Control
- Customer IP Communications System Roadmap
- CXO Media Executive Summary: ‘Internet Protocol Communications on the Brain’
- CXO Media Executive Summary: One Size Doesn't Necessarily Fit All Enterprises
- Due Diligence—Why it’s the key to your Avaya-Nortel Enterprise
- Evolving Role of Process Automation and the Customer Service Experience
- Exceptional Customer Experience: It’s All About the Process
- Five Checkpoints to Implementing IP Telephony
- Future Direction Drivers for the Contact Center
- The Future of Compliance for the Debt Collection Industry: 10 Forecasts for 2012
- Holistic Customer Communications Management: Building Profitable Relationships in Insurance
- Home Agents: The Big Game Changer Hosted Contact Center Solutions: Setting the Record Straight
- IC Interaction Center Platform by Dr. Don Brown
- Increasing Intelligence for your Cisco® IP Phone System
- Integrated Content and Communications: A Key Business Issue for Insurers
- Naturally Green IP Communications
- New Approach to Business Process Automation
- New Approach to Communications as a Service (CaaS): CaaS with Local Control
- Optimizing Agent Performance in a Real-time World
- Paving a Successful Migration Path to VoIP
- PCI Compliance with Interaction Center Products: Not Just Another Buzzword
- Peering Past the Unified Communications Frenzy
- Recording and Quality Monitoring for Regulatory Compliance
- “ROI, ROI, ROI”—On Aligning Unified Communications Migration With Business Process Priorities and Applications
- Securing your Business with IP Communications: Your Business’s Best Friend for Protecting Voice and Data
- Security Considerations for an IP PBX and Contact Center Application Server
- Speech Recognition: Fulfilling the promise
- Spreadsheets and Workforce Management—An Odd Couple
- The Intelligent Contact Center
- The Workforce Optimization Decade
- Today's Enterprise Workforces: Remote but not Isolated: Survey Conducted by IDG Research Services, in conjunction with CIO Custom Solutions Group
- Top 5 Considerations for Automating Key Business Processes
- Top 10 Customer Satisfaction Best Practices: For Contact Center IVR Surveys
- value of Blending eServices and the Contact Center
- What Others are Saying
- Workforce Management: It’s more than just software
- Workforce Management: The Move from Efficient to Effective
- Your voice mail system is more than 5 years old. Now what?
Practical Guides
- Automating Key Business Processes
- Effective Use of Automated Dialing in Collections
- Infrastructure Consolidation
- Jumpstarting your Contact Center with Communications as a Service (CaaS)
- Making SMS a Valuable Media Channel for Business
- Measuring and Managing Shrinkage in the Contact Center
- Measuring Customer Satisfaction in the Contact Center
- Migrating to VoIP Planning and Design Considerations
Articles
- About Expert Agents
- Automating for Efficiency
- Benchmarking: A Prescription for Excellence in Your Contact Center
- CEBP and the Unified Communications Continuum
- Customer Interaction Recording: Your Key to Measuring Service Performance
- Finding Hidden Treasure in Your Schedule: Five Big Rewards for the Contact Center
- Interactive Intelligence Debuts Customer Feedback Management Products
- Interactive Intelligence Unveils New Customer Feedback Products
- Optimizing Your Workforce To Advance the Customer Experience
- Reinvention of Workforce Management: New Implications for Today's Enterprise
- Seven Questions about Benchmarking from Contact Center Managers
- Seven Things You Should Know About Quality Monitoring
- Strategic IP Communications
- Tracking the Modern Workforce
Product Information
- Agent Preferences for Interaction Optimizer Version 3.0
- Altivon Altimeter for Insurance
- Buzzient Social Media Integration Overview
- CaaS Contact Center Data Sheet
- CaaS Notifications
- Communications-as-a-Service (CaaS) Contact Center Overview
- Contact Center Solution Overview
- Customer Interaction Center (CIC) Performance Testing—Miercom Research
- Customer Interaction Center Standard Features
- e-FAQ Product Datasheet
- e-FAQ Standard Features
- Enterprise IP Telephony Overview
- IC Integration with Heat
- IC Integration with IBM Lotus Sametime
- IC Integration with Remedy
- IC Integration with RightNow Technologies
- IC Integration with Salesforce.com
- IC Integration with Siebel
- Impact 360 Brochure
- Impact 360 Customer Feedback
- Impact 360 Full-Time Recording
- Impact 360 Quality Monitoring
- Impact 360 Speech Analytics
- Impact 360 Workforce Management
- Impact 360 Workforce Optimization
- Integration with RightNow Technologies
- Interaction Administrator Feature Overview
- Interaction Analyzer
- Interaction Attendant Feature Overview
- Interaction Client .NET Edition Detailed Feature Overview
- Interaction Conference Snapshot
- Interaction Designer Feature Overview
- Interaction Dialer 3.0 Feature Overview
- Interaction Dialer Comparison Test
- Interaction Dialer Data Sheet
- Interaction Dialer Screen Shots
- Interaction Dialer Snapshot
- Interaction Director Data Sheet
- Interaction Feedback Data Sheet
- Interaction Gateway Snapshot
- Interaction Marquee 3.0
- Interaction Media Server with SIP Proxy, version 2.4 Snapshot
- Interaction Media Server with SIP Proxy, version 3.0 Snapshot
- Interaction Mobile Office
- Interaction Monitor Data Sheet
- Interaction Optimizer Adherence Reports
- Interaction Optimizer Brochure
- Interaction Optimizer Feature Overview
- Interaction Optimizer Overview
- Interaction Optimizer Schedule Reports
- Interaction Process Automation Feature Enhancements
- Interaction Process Automation Feature Overview Document
- Interaction Recorder Data Sheet
- Interaction Recorder Extreme Query
- Interaction Recorder Feature Overview
- Interaction Recorder Snapshot
- Interaction SIP Proxy Snapshot
- Interaction SIP Station Snapshot
- Interaction Supervisor Detailed Feature List
- Interaction Supervisor Screenshots
- Interaction Tracker 3.0 Feature Overview
- Interactive Voice Response
- Intraday Management Feature Enhancements
- IP Contact Centers—Miercom Research
- MIC: Voice mail, Unified messaging, Enhanced messaging: One fully-integrated software solution
- Quality Producer
- Salesforce.com Connector
- Self Service Applications on the IC Platform (Self Service IO)
- Solutions for Enterprise IP Telephony
- Speech Recognition in CIC
- WFM Historical Integration and WFM Real-time Adherence Integration
- What's New in CIC 4.0
Case Studies
Videos
- Interview with Interactive Intelligence CEO Don Brown
- Contact Center Evolution Event Overview
- Contact Center Evolution Video Series
- Introduction to the 7 Drivers of Contact Center Evolution
- Driver 1: Changes in the Contact Center
- Driver 2: The Generational Evolution
- Driver 3: The Technology Evolution
- Driver 4: Social Media
- Driver 5: Employee Engagement
- Driver 6: The Virtual Workforce
- Driver 7: The Customer Experience
- Introduction to Altivon
- value of All-in-One: A Technology Overview
- Vegas.com Case Study — Presented at Contact Center Evolution
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