Recent News
Gartner Recognizes Interactive Intelligence in 2009 UC Magic Quadrant
Webinars
Weekly Live Web Demos
Contact Center Solutions
Every Friday 10PT/11MT/1ET
Enterprise Solutions
Every Friday 12PT/1MT/3ET
On Demand Webinars
Looking for more than dial tone? How the next generation IP telephone systems offer application functionality that will amaze you!
The Unified Contact Center
Papers and Publications
5 Checkpoints for VOIP
The Intelligent Contact Center
IC Interaction Center Platform by Dr. Don Brown
Peering Past the Unified Communications Frenzy by Jamison Consulting
White Papers
Future Direction Drivers for the Contact Center
Best Practices for Process Automation
Resource Center
Live Web Demos
- Contact Center Solutions (Every Friday 10PT/11MT/1ET)
- Enterprise Solutions (Every Friday 12PT/1MT/3ET)
On Demand Webinars
- Building a Successful Remote Call Center Agent Program: An Expert's View on Home Shoring and Remote Agents
- Collection Webinar Series Session 1: Skills based dialing and call routing
- Collection Webinar Series Session 2: Treatment Strategies–Technology that enables pre-call treatment strategies
- Collection Webinar Series Session 3: Treatment Strategies–Using profile scoring and segmentation to predict propensity to pay
- Collection Webinar Series Session 4: Managing Costs in the Collections Contact Center
- Announcing A VoiceCon Webinar: Plan the Next Chapter in Your Nortel Story
- Creating the Intelligent Contact Center – Gaining a competitive advantage with ‘intelligent’ contact center applications
- Looking for more than dial tone? How the next generation IP telephone systems offer application functionality that will amaze you!
- Messaging for Today's Enterprises -- what's needed and how to survive
- Successful Strategies for IP Business Communications – Effectively utilize and manage the mobile workforce
- The 100% Microsoft-based IP Telephony Solution – Leveraging Your Investment in Microsoft Technologies for VoIP
- The Unified Contact Center
Demos
- Request an onsite or web demonstration
- CIC Demo
- EIC Demo
- Interaction Dialer Demo
- Interaction Dialer for Accounts Receiveable Management
- Interaction Process Automation Demo
- Interaction Recorder Demo
- Interaction Optimizer Demo
- Messaging Interaction Center (MIC) Demo
- Weekly CIC Demo
- Weekly EIC Demo
Product Information
- Agent Preferences for Interaction Optimizer Version 3.0
- Altivon Altimeter for Insurance
- Customer Interaction Center (CIC) Performance Testing—Miercom Research
- Customer Interaction Center Standard Features
- Contact Center Solution Overview
- e-FAQ Product Datasheet
- e-FAQ Standard Features
- EIC: Application-rich IP PBX Communications, a complete solution out of the box
- Enterprise IP Telephony Overview
- Impact 360 Brochure
- Impact 360 Customer Feedback
- Impact 360 Full-Time Recording
- Impact 360 Quality Monitoring
- Impact 360 Speech Analytics
- Impact 360 Workforce Management
- Impact 360 Workforce Optimization
- Interaction Administrator Feature Overview
- Interaction Attendant Feature Overview
- Interaction Client .NET Edition Detailed Feature Overview
- Interaction Designer Feature Overview
- Interaction Dialer Comparison Test
- Interaction Conference Snapshot
- Interaction Dialer 3.0 Feature Overview
- Interaction Dialer Data Sheet
- Interaction Dialer Screen Shots
- Interaction Dialer Snapshot
- Interaction Feedback Data Sheet
- Interaction Feedback Snapshot
- Interaction Marquee 3.0
- Interaction Optimizer Adherence Reports
- Interaction Optimizer Brochure
- Interaction Optimizer Feature Overview
- Interaction Optimizer Overview
- Interaction Optimizer Schedule Reports
- Interaction Process Automation Feature Overview Document
- Interaction Recorder Data Sheet
- Interaction Recorder Feature Overview
- Interaction Recorder Snapshot
- Interaction Supervisor Detailed Feature List
- Interaction Supervisor Screenshots
- Interaction Tracker 3.0 Feature Overview
- Intraday Management Feature Enhancements
- IP Contact Centers—Miercom Research
- MIC: Voice mail, Unified messaging, Enhanced messaging: One fully-integrated software solution
- Quality Producer
- Self Service Applications on the IC Platform (Self Service IO)
- Speech Recognition in CIC
Research
- 2009 North American Agent Performance Optimization
- All-in-One vs. Multi-Point: Which is Better?
- All-in-One vs. Multi-Point: Cost Comparison
- All-in-One vs. Multi-Point: Migration Strategies
Papers & Publications
- A Practical Guide to Automating Key Business Processes
- About Expert Agents
- Back to Basics: All-in-One versus Individual Best-of-Breed Solutions
- Benchmarking: A Prescription for Excellence in Your Contact Center
- BenchmarkPortal's All-in-One Cost Report
- Best Practices for Process Automation
- CEBP and the Unified Communications Continuum
- Communications Enabled Business Processes on the Interaction Center Platform
- Customer Interaction Recording: Your Key to Measuring Service Performance
- Customer IP Communications System Roadmap
- CXO Media Executive Summary: One Size Doesn't Necessarily Fit All Enterprises
- CXO Media Executive Summary: ‘Internet Protocol Communications on the Brain’
- Exceptional Customer Experience: It’s All About the Process
- Finding Hidden Treasure in Your Schedule: Five Big Rewards for the Contact Center
- Five Checkpoints for VOIP
- Future Direction Drivers for the Contact Center
- Gartner Contact Center Magic Quadrant
- IC Interaction Center Platform by Dr. Don Brown
- Impact 360
- Impact 360: A Panoramic View of Workforce Optimization
- Interactive Intelligence Debuts Customer Feedback Management Products
- Interactive Intelligence Unveils New Customer Feedback Products
- IP Telephony Primer
- Making the Most of Your Human Capital: The Four Pillars of Workforce Optimization in the Contact Center
- Measuring and Managing Shrinkage in the Contact Center
- Naturally Green IP Communications
- Optimizing Your Workforce To Advance the Customer Experience
- Paving a Successful Migration Path to VoIP
- PCI Compliance with Interaction Center Products: Not Just Another Buzzword
- Peering Past the Unified Communications Frenzy
- Recording and Quality Monitoring for Regulatory Compliance
- “ROI, ROI, ROI” – On Aligning Unified Communications Migration With Business Process Priorities and Applications
- Securing your Business with IP Communications: Your Business’s Best Friend for Protecting Voice and Data
- Security Considerations for an IP PBX and Contact Center Application Server
- Seven Questions about Benchmarking from Contact Center Managers
- Speech Recognition: Fulfilling the promise
- Spreadsheets and Workforce Management — An Odd Couple
- Strategic IP Communications
- The Intelligent Contact Center
- The Reinvention of Workforce Management: New Implications for Today's Enterprise
- The Workforce Optimization Decade
- Today's Enterprise Workforces: Remote but not Isolated: Survey Conducted by IDG Research Services, in conjunction with CIO Custom Solutions Group
- Top 5 Considerations for Automating Key Business Processes
- Top 10 Customer Satisfaction Best Practices: For Contact Center IVR Surveys
- Tracking the Modern Workforce
- Your voice mail system is more than 5 years old. Now what?
- What Others are Saying
- Workforce Management: The Move from Efficient to Effective
Case Studies
Advice
Videos
- Interview with Interactive Intelligence CEO Don Brown
- Contact Center Evolution Event Overview
- Vegas.com Case Study — Presented at Contact Center Evolution
- Introduction to Altivon
- The Value of All-in-One: A Technology Overview
- Introduction to the 7 Drivers of Contact Center Evolution
- Contact Center Evolution Driver 1: Changes in the Contact Center
- Contact Center Evolution Driver 2: The Generational Evolution
- Contact Center Evolution Driver 3: The Technology Evolution
- Contact Center Evolution Driver 4: Social Media
- Contact Center Evolution Driver 5: Employee Engagement
- Contact Center Evolution Driver 6: The Virtual Workforce
- Contact Center Evolution Driver 7: The Customer Experience