Research Papers
The Contact Center
Gartner 2008 “Magic Quadrant for Contact Center Infrastructure, Worldwide” report
Interactive Intelligence positioned in Leaders Quadrant in new Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. Click here to obtain a complimentary copy.
BenchmarkPortal's All-in-One Cost Report
In 2006 BenchmarkPortal published findings based on a contact center survey showing that all-in-one systems were preferred over multi-point systems. This report explores the costs of both systems, with survey findings showing a lower total cost of ownership for all-in-one versus multi-point contact center systems. Read the report's full results.
BenchmarkPortal's Research Report: A comparison of All-in-One versus Multi-Point Contact Center Solutions
Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality. Read the report's full results.
Miercom Lab Testing Summary Report 2006, Contact Centers, IP Telephony Systems
Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
Enterprise IP Telephony
CXO Media Executive Summary: "Internet Protocol Communications on the Brain"
Read what CIO Magazine subscribers have to say about IP communications in a survey by IDG Research Services. Survey respondents represent a cross-section of industries, from financial services and healthcare to government, high tech, manufacturing and other business sectors.
CXO Media Executive Summary: One Size Doesn’t Necessarily Fit All Enterprises
When selecting the best enterprise communications delivery model, CIOs are making crucial trade-offs between control and the desired freedom to focus on core business activities.
Today’s Enterprise Workforces: Remote But Not Isolated : Survey Conducted by IDG Research Services, in Conjunction with CIO Custom Solutions Group
IP telephony keeps remote employees connected, communicating and collaborating as effectively as their in-office counterparts.
Peering Past the Unified Communications Frenzy
Unified communication it seems is the extension of contact center functionality into the enterprise, enabled by technology innovation that has allowed siloed enterprise communication applications to interoperate. This white paper takes a look at how conceptual change of customer service has driven innovation of communications throughout the enterprise, and how we are on the brink of another conceptual change that shows equal promise; communications-based business process automation. This paper also shows how Interactive Intelligence, through its standards-based software architecture and heritage of rich integration of contact center and business applications, is poised to take this conceptual change to new depths within the enterprise.
IT Spending in a Down Economy: Smart Investments Make for Competitive Advantage
The economy is the topic of many water-cooler discussions and boardroom debates worldwide. IDG Research discovers how today’s economic conditions are affecting CIOs' purchase decisions.
Interactive Intelligence Company Profile
Yankee Group: Company Profile: Market Understanding and Innovation Equal Success for Interactive Intelligence
Interactive Intelligence has become a major player in today’s global VoIP business communications software suite marketplace. The company’s success is a result of its research and development, entrepreneurial drive and early understanding of customer needs in the rapidly evolving IP telephony marketplace.
Book of Answers
Read about some of the communications industry’s most pressing issues in articles from some of its most respected experts. Unified communications, strategic IP communications, controlling call center costs, how to motivate agents, advances in unified messaging, Software as a Service and other topics affecting today’s business.
Volume 1, Issue 1
Read how to prepare your call center for "tomorrow's environment," what's really driving unified messaging, and how the macro-productivity of mobile users actually sets the priorities for migrating to unified communications. And is all the hype about VoIP real? You decide. Volume 1, Issue 1 also includes key findings of "The UK Contact Centre Operational Review."
Volume 1, Issue 2
With a focus on the contact center, learn what managers really need to understand about abandoned calls, and how new applications are leading to "excellence" in customer service. Also, could Software as a Service (SaaS) be the answer to your contact center's VoIP migration? On the messaging front, read how UM is moving ahead, and how unified communications and the wired IP "smartphone" might well attract on-premise customers.
Volume 1, issue 3
Motivating agents is one thing, but keeping them motivated is another. Read why principles are more effective than formulas for continued workforce motivation, and also what makes expert agents "experts." Learn too how ROI comes by aligning unified communications with business processes and applications, and how strategic IP communications benefit your organization. This issue also tells why SaaS has finally become a success.
Volume 2, issue 1
Everything you always wanted to know about unified communications? Read the "Who," "What," "Why," and "How" of business UC. Volume 3, Issue 1 also looks at the changing technology landscape of QM and WFM, and includes tips for controlling call center costs and saving energy in the enterprise. Or if security is a concern, be sure to read "More on VoIP Vulnerabilities: SANS."