interactive intelligence - News, Features, and Slideshows

• Farmside stakes its future on new Spark Digital interactive call centre

  “Our customers are the most important factor in our planning process and we now have the ability to scale and adapt to meet changing digital trends.

• Gen-i partners to offer Cloud contact centre solution

  Gen-i has partnered with Interactive Intelligence Group to offer the latter’s contact centre suite Customer Interaction Center (CIC) as a fully managed on-premise or cloud solution for the NZ market.

• VoIP enhances Hobsons Bay customer service

  A transition from analog to IP telephony in mid-2011 enhanced the Hobsons Bay City Council’s ability to communicate with constituents. Customer service manager, Suzanne Paterson, said the council plans to add Web chat to open a further channel for customer interaction.

• Boost for NZ business as Datacom locks in Interactive Intelligence deal

  Strategic partnership designed to improve infrastructure, experience and tools available to contact centres across Australia and New Zealand.

Whitepapers about interactive intelligence

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  Evolve your customer engagement: Deliver customer service excellence through customer engagement hubs

  When dealing with companies, the customer will always choose what they perceive to be the simplest & most effective channel through which to communicate — even if this is not the case. The challenge is that multichannel communication requires an omnichannel strategy. To put the customer at the heart of operations, elevating the contact centre to customer engagement hub is essential. This white paper looks at how to transform the Contact Centre into a Customer Engagement Hub