Interactive Intelligence -the Year in Review and a Look Ahead

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The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet. Feature Articles Interactive Intelligence -the Year in Review and a Look Ahead Contact center solutions industry leader Interactive Intelligence is coming off quite an eventful and successful year. To understand the secrets of their success and gaze into the future and get some perspective on the year ahead, I talked with Joe Staples, chief marketing officer at Interactive Intelligence. IXACT Contact Launches Five New Activity Plans to Hobbs/Herder Clients IXACT Contact Solutions, a real estate contact management and e-mail marketing system, has added the new Hobbs/Herder activity plans to its real estate CRM. Contact Center Data You Should Look Into If you want to improve your call center, you'd best look at results from other companies, modeling your business after their good examples and improving on areas where they fall short. The metrics associated with contact centers usually fall into five different categories: human performance management, service level management, employee satisfaction, customer satisfaction, and operations management. LiveOps Successfully Acquires Datasquirt Limited LiveOps, Inc., the only contact center leader focused on providing the full platform, applications and talent in the cloud, has successfully completed the acquisition of New Zealand-based Datasquirt Limited. Carousel Industries Deploys National Contact Center Project with Kaman Industrial Technologies Carousel Industries, a provider of solutions for data networking and converged communications, announced that it has installed the Avaya Contact Center Solution for Kaman Industrial Technologies Corp., a distributor of industrial parts that operates more than 200 customer service centers in the continental U.S, Hawaii, Puerto Rico and Canada. Chinese Mobile Firm Deploys Verint's Speech Analytics Solution American technology solutions vendor Verint Systems Inc. has struck a deal with Chinese telecom operator Zhejiang Mobile to deploy its speech analytics solutions designed to improve the performance of contact centers. Annual ClearAction Report: Success Factors Identified for B2B Customer Experience The findings of the 2nd Annual ClearAction Business-to-Business Customer Experience Management (CEM) report are out. This report explains the six best practices for strong market performance and customer experience excellence. ethosIQ and CTI Architects Close Merger Deal ethosIQ, LLC, the makers of the Customer Engagement Platform, and CTI Architects, specialists in call center software solutions, reportedly sealed a merger agreement. View all Communities

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