interactive intelligence

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Published By: IBM     Published Date: Jan 09, 2017
Download this interactive white paper describing the global threat intelligence provided by the IBM X-Force research team, including a look at its reputation scoring, vulnerability tracking and malware research - as well as details on its collaborative threat-intelligence site, IBM X-Force Exchange.
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ibm, security, ibm x-force, threat intelligence, enterprise applications, business technology
    
IBM
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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interactive intelligence, contact center solution, customer satisfaction, communications as a service, caas, sip, hosting, tco
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
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interactive intelligence, customer ip communication, digital pbx, unified communication, voice network, ip data network, contact center solution
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
Read how taking five straightforward steps to BPA planning can root out inefficiencies to improve key processes and give your business a clear competitive advantage.
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interactive intelligence, automating key business process, bpa, business process automation
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
Read about best practices that can help your organization build success into each process it automates, from a process automation expert.
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interactive intelligence, best practices, business process automation, bpa, roi
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
Read why the CaaS offering from Interactive Intelligence delivers a positive ROI from the start.
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interactive intelligence, communications as a service, caas, roi, software as a service, saas, telecom vendor, deployment
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Dec 02, 2010
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
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interactive intelligence, sms, media channel, short message service, wireless, mobile communications, gsm, social media
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 10, 2011
Contact centers face a tall order: Deliver stellar service and real-time response to customers, and still get more out of the workforce without risking burnout and turnover. Lori Bocklund is president of Strategic Contact, and Rachel Wentink is the senior director of Product Management for Interactive Intelligence, and when they discuss how to optimize agent performance and offer outstanding service, it's worth reading.
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interactive intelligence, strategic contact, quality monitoring, wfm, workforce maangement
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 03, 2011
Richard Snow at Ventana Research and Jason Alley of Interactive Intelligence provide insight into the issue of control for those considering moving their contact center to the cloud.
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interactive intelligence, cloud computing, control, technology, contact center, data management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 03, 2011
To create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you'll use it along with the processes and best practices that support it. Next, consider how your ACD is configured, what type of forecasting and scheduling practices you'll use and goals for various metrics including schedule adherence. For more insights, read how to get the most out of workforce management.
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interactive intelligence, workforce management, acd, schedule, forecasting, wfm, processes, best practice
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Integrating social media for customer care isn't really the question for businesses anymore.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read this whitepaper to learn why the human perspective is vital to BPA success.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read this survey's findings, and the rationale of IT leaders for choosing the cloud, in this CIO Market Pulse white paper sponsored by Interactive Intelligence.
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caas, communications as a service, cloud communications, cloud applications, communication solutions, business technology
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?
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mobile apps, mobile self-service, mobile applications, customer interactions, business technology
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
In this whitepaper, Daniel Hong and Keith Dawson from Ovum take an extensive look at how smart devices can revolutionize the customer experience.
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customer service, customer experience, customer interactions, smart devices, mobile strategy, customer care, business technology
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read what you can do to successfully move your customer care infrastructure to the cloud, from J.R. Simmons of COMgroup, Inc. and Jason Alley of Interactive Intelligence.
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customer care, cloud brokers, caas, communications as a service, contact center applications, business technology
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Oct 10, 2012
Read how your business can gain that advantage by delivering the type of mobile experience users have come to expect, from Michael Finneran of dBrn Associates and Brad Herrington of Interactive Intelligence.
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mobile customer service, customer service, mobile experience, mobile apps
    
Interactive Intelligence
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