In The Spotlight - Unified Communications (UC) Strategies

In Cloud We Trust

By Jon Arnold October 23, 2012

Hosted VoIP has been with us for years, so we do have proof-of-concept in terms of handling real-time communications. Recently we’ve been seeing cloud plans escalate to more comprehensive UC deployments, along with niche solutions such as the contact center. Clearly, the cloud has gained a new level of currency for communications applications.

Related UC Vendors: Interactive Intelligence

A Discussion with Interactive Intelligence about the Cloud – A Single-customer, Multi-instance Virtualized Environment or Multi-tenancy for Critical Business Communications?

By Blair Pleasant June 11, 2012

One of the main differences between our solution and some others is that applications can be migrated from our data centers to premise environments if and when a business’ needs change, which gives our customers long-term investment protection. We believe this is why our cloud business is growing significantly faster than the market as a whole. For the full year 2011, Interactive Intelligence cloud revenues were up 96% and cloud orders grew 179%, year-over-year.

Related UC Vendors: Interactive Intelligence

An Interview with Paul Weber of Interactive Intelligence on Channel Partner Recruitment

By Russell Bennett April 11, 2012

This In the Spotlight interview features Paul Weber, who is the Vice President of North American Sales for Interactive Intelligence Group, and today we are going to talk about Partner Recruitment.

Related UC Vendors: Interactive Intelligence

How to Build an Early Warning System

By Jason Andersson July 20, 2011

Customer interaction analytics, or “Voice of the Customer” (VoC) analytics as it is more commonly being referred to in an age where customer centricity is almost synonymous with viability, is the framework that provides real tangible facts about the customer experience. VoC analytics looks at the entire customer experience.

Related UC Vendors: Verint

Considerations for Cloud-Based Contact Center Solutions

By Jon Arnold April 14, 2011

With the cloud being one of the leading trends now in communications, it’s little surprise to see this extending to contact centers. Hosted contact center solutions are not really new, but where things get interesting is when Unified Communications is added to the mix. There are several intriguing story lines around this, and enterprises need to carefully navigate their options when evaluating cloud-based solutions. Part 1 in a series.

Related UC Vendors: Interactive Intelligence

Siemens OpenScape UC Suite 2011 – Eight Simple Words to UC Simplicity

By Nancy Jamison December 16, 2010

OpenScape UC Suite 2011 moves Siemens from being a UC vendor to a UC and collaboration (UCC) vendor, so one of the core themes was the addition of new collaboration offerings, with the intent of making rich, enterprise-grade, multimedia collaboration solutions as simple to use as sending an email.

Related UC Vendors: Unify

Are You Leveraging the Voice of the Customer Holistically—Across All Touch Points?

By Blair Pleasant October 12, 2010

Recently, Verint added to its UC Analytics offerings with the introduction of “Customer Interaction Analytics,” which speaks to the combination of speech, text, and data analytics and customer feedback surveys. As an element of UC Analytics, Customer Interaction Analytics helps organizations identify and address sales, service, and operational issues based on analysis and intelligence derived from all customer touch points (voice, email, blogs, social media, etc.) across the enterprise.

Related UC Vendors: Verint

Playing “Fantasy UC” – Keys to a Successful Acquisition

By Jim Burton September 15, 2010

When you see all the mergers and acquisitions taking place in the telecommunications industry, do you ever get the impression that some of these companies are playing “Fantasy UC?”

Related UC Vendors: Aastra

Talking About Expert Agents

By Blair Pleasant September 29, 2009

Recapping the forum discussion on Expert Agents and UC - what are the issues, challenges, and how can companies overcome them.

Related UC Vendors: Aspect

IPA Video

By Jim Burton July 2, 2009

Jim Burton2009 07 02

Related UC Vendors: Interactive Intelligence