“What do customers want in a great service experience?” and “What do customers and companies want from the technology behind that great customer experience?” With one survey for consumers and a separate survey for IT professionals and customer care leaders (“professionals”), this in-depth study provides two distinct views of what contributes to a great customer experience. See what survey respondents from around the globe have to say in this report.
Interactive Intelligence is a strategic leader in all aspects of Contact Center Systems, as shown by its systematic innovation across the product portfolio, as well as how it addresses the core needs of its customers through increased scale, reliability, and flexible deployment options. For these specific reasons, Frost & Sullivan is pleased to present Interactive Intelligence with the 2014 North American Contact Center Systems Company of the Year Award
Gartner rates contact center solution providers on their ability to execute and completeness of vision. Interactive Intelligence is positioned in the Leader box of the Magic Quadrant.
This newest edition of the Decision-Makers’ Guide from ContactBabel offers the largest and most comprehensive study of all aspects of the US contact center industry: Quality and performance, new media, the customer of the future, increasing profitability, HR management, and strategic directions, including why centers are turning to cloud solutions.Read the survey results and analysis from more than 200 contact center managers and directors in this exclusive version of the Decision-Makers’ Guide, sponsored by Interactive Intelligence.
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.
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.
Contact center managers tell what they learned about migrating to an all-in-one solution: That a rip-and-replace approach isn’t needed, that migration can successfully follow different paths, and that self-knowledge, meticulous planning and ongoing integration capability are key.
Cloud-based contact center solutions are altering the dynamics and responsibilities of operating environments. As a value proposition, business and IT managers have found the cloud’s cost-effective service appealing. But to make sure senior management is also comfortable with the financial advantages of a cloud-based solution, it’s essential to build a solid business case first. Read how in this comprehensive report from DMG Consulting, sponsored by Interactive Intelligence.
Managing the Customer Experience during Phone Calls: Using Real-Time Word and Phrase Spotting to Influence the Outcomes of Calls
Real-time word and phrase spotting can influence the outcome of calls. Unlike most other forms of interaction, a phone call is answered in real time and organizations are thus dependent on the person, typically a contact center agent, answering the call to shape its outcome. An analysisof a recording after the event can reveal problems with the call but cannot retrospectively influence how the call was conducted or its outcome. To influence the outcome of a call, organizations need to carry out theanalysis in real time.
Contact centers looking to expand or refresh their technology infrastructure should consider comparing the total cost of ownership (TCO) of cloud-based tools with that of traditional premise-based systems. Hosting has traditionally been viewed as a cost-effective option for small centers without capital expense budgets, but Ovum believes that it is also a viable alternative for some larger centers looking at more complex and sophisticated technology environments. This report looks at TCO comparisons for cloud and premise-based contact centers over a five-year period. It includes comparisons for centers in different situations, ranging in size from 50 agent positions to 750 agent positions, and incorporates different levels of technology commitments.