Product Whitepapers

Business Process Automation

A New Approach to Business Process Automation
The biggest waste of resources, time and money in an organization is implementing key processes informally. That is, relying on employees to make sure things run smoothly - which can have its shortfalls. But transform a unified communications system into a process automation platform, and the result is greater organizational efficiency plus quantifiable ROI. Read how.

The Contact Center

A New Approach to Communications as a Service (CaaS)
Software as a service (SaaS) is exploding in popularity. Organizations of all types love the ability to treat software much as they do electricity – a service that they plug into and pay for monthly. In recent years, the SaaS model has been applied to all sorts of software – CRM, HR applications, sales force automation, etc. Written by Dr. Don Brown, this whitepaper highlights some of the many advantages of SaaS.

Top 10 Customer Satisfaction Best Practices for Contact Center IVR Surveys
It really does matter what customers think, and contact centers are increasingly using automated post-call surveys to better manage and improve the customer experience. Follow 10 best practices from industry leader CFI Group, and your surveys will produce the precise feedback data your contact center needs to improve satisfaction drivers and, ultimately, the service experience for every customer.

Interaction Center Platform
Interactive Intelligence has spent the last decade creating a sophisticated software platform for business process automation based on advanced communications technologies including voice over IP (VoIP). This document, written by Dr. Don Brown, provides a high-level technical description of this platform and illustrates how it can act as the foundation not only for IP communications, but for comprehensive process automation in organizations of all types and sizes.

"The Intelligent Contact Center"
The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.

Recording and Quality Monitoring for Regulatory Compliance
The integrated suite of products from Interactive Intelligence provides a platform from which managers, compliance personnel and trainers can mentor employees on compliance, and measure their performance towards that goal. More importantly, our platform enables organizations to capture and cost-effectively store every critical interaction for immediate retrieval if proving compliance becomes a necessity. This whitepaper covers best practices in monitoring, recording and scoring agents to achieve and substantiate compliance.

Security Considerations for an IP PBX and Contact Center Application Server
This whitepaper discusses inherent security capabilities of the Interaction Center Platform® IP technology from Interactive Intelligence, and how the IC system fits into the communications security policies already in place in many organizations. Specifically, this document explains security concepts from the framework of the OSI network model, along with the network operating system environment, network security policies, and compliance issues.

Enterprise IP Telephony

Secrets of the Pros: The IP Communications Checklist
Justifying the move to VoIP requires weighing not only the financial aspects and benefits of an IP communications system deployment, but also things like security and voice quality. Get an overview of key considerations for evaluating and implementing the right IP solution for your organization.

Five Checkpoints to Implementing IP Telephony
Implementation planning for IP PBX software and IP telephony has become vital as businesses replace discontinued legacy PBX phone systems. This informative whitepaper outlines five "checkpoints" for any implementation plan that will help make IP communications a successful proposition.

Securing your Business with IP Communications: Your Business's Best Friend for Protecting Voice and Data
It's a wonder IT directors ever get any sleep. The possibility of malicious attacks to a business's network and communications system, they'll tell you, is a constant threat. Yet for businesses utilizing Internet Protocol (IP) communications and voice over IP (VoIP), the security news is good, as new standards are constantly being deployed to make security more concrete. Read what those standards are, along with other security measures for IP technologies.

Enterprise Messaging

Your Voicemail system is more than 5 years old. Now What?
For many organizations, the decision process behind replacing an end-of-life voicemail system can include weighing the benefits of unified messaging, unified communications, and VoIP. This whitepaper looks at the messaging issues businesses face and the options the Messaging Interaction Center solution gives them.

Other

Naturally Green IP Communications
Green, it seems, is everywhere. Especially in the communications industry. But whereas most communications and software vendors have jumped on the green bandwagon in just the last couple years, Interactive Intelligence has been reducing server counts and energy consumption, costs and GHG emissions with an all-in-one software platform since 1994. Read more.