Interactive Intelligence is a leading provider of contact center, unified communications, and business process automation software. It offers an all-in-one, all-software platform that can be deployed on-premises or as a cloud service. In 2013, the company generated $318 million in revenue, a 34% year-over-year increase, with over 50% of revenues from existing customers. Interactive Intelligence serves over 6,000 customers in over 100 countries with its scalable, highly customizable solutions.
Airtel IQ - Transforming customer engagement with omni-channel communicationsIshan Bansal
Airtel IQ is the first telco owned unified cloud communication suite, that drives customer engagement – anytime anywhere.
Agenda:
Customer experience – the brand differentiator
Why Airtel – Challenges with existing Cloud communication platforms, market opportunity and Airtel advantage
Make Marketing Smarter, Personalise Customer Experience, Make Operations Intelligent
The platform – Robust, Intuitive, Secure (features under each capability area)
Product Priciples : Customer-first mindset
Customer testimonials
Smart Check-In - Transforming the Guest ExperienceInteractiveNEC
Whether a guest is checking in for business or pleasure, you want to make their every experience a pleasant and frictionless one... from the time they walk in the door until the time they walk out. With NEC’s Smart Check-In software solution, you can streamline your check in and check out process and make the guests’ first and last interaction on your property easy and seamless. Visit https://www.necam.com/SmartWorkspace/SmartCheckIn/ to learn more
Airtel IQ - Transforming customer engagement with omni-channel communicationsIshan Bansal
Airtel IQ is the first telco owned unified cloud communication suite, that drives customer engagement – anytime anywhere.
Agenda:
Customer experience – the brand differentiator
Why Airtel – Challenges with existing Cloud communication platforms, market opportunity and Airtel advantage
Make Marketing Smarter, Personalise Customer Experience, Make Operations Intelligent
The platform – Robust, Intuitive, Secure (features under each capability area)
Product Priciples : Customer-first mindset
Customer testimonials
Smart Check-In - Transforming the Guest ExperienceInteractiveNEC
Whether a guest is checking in for business or pleasure, you want to make their every experience a pleasant and frictionless one... from the time they walk in the door until the time they walk out. With NEC’s Smart Check-In software solution, you can streamline your check in and check out process and make the guests’ first and last interaction on your property easy and seamless. Visit https://www.necam.com/SmartWorkspace/SmartCheckIn/ to learn more
Experiences with Private (NOT PUBLIC) cloud implementations of CPaaSAlan Quayle
Terry Hsiao, Entrepreneur, Advisor, Investor, and Head of Strategy at Kaleyra
Exploration of private cloud CPaaS use cases around the world. Understanding the benefits and issues of private cloud CPaaS implementations. Discussion of criteria for selecting the best implementation option.
Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology.
Learn how a virtual call center will renovate your business and change the industry as we know it.
Learn about different communication technologies and save money by choosing the right service for your business. Let’s understand the difference between UCaaS and CCaaS
Labeled one of the most successful business conglomerates today in south-east Asia and headquartered in India, my corporate started out very small, years ago in an age where technology remained luxury to be afforded only by a few. That was the time when computers had started seeping in and I was quick enough to integrate them into the back offices of my manufacturing units and distribution & logistics channels for my various FMCG businesses as well as my restaurants & hotel chains with robust ERP systems.
Each of my businesses have very specific different needs and whatever I try, technology remains always one step ahead of me. The latest one on the block was mobile ERP solutions.
Read More at: https://blog.spec-india.com/went-mobile-enterprise-resource-planning/
The ‘Nexus of Forces’— social, mobile, cloud and information access, today determine how a customer interacts with a brand. This makes every customer touch point an opportunity for an enterprise to deliver an agile experience, throughout the customers’ lifecycle - right from on-boarding, identity management to continuous communications.
Mobile Monday Switzerland #38 - coresystems presentation on Delivering on Cus...MobileMonday Switzerland
"Delivering on Customer's Expectations"
Presentation given by Jos Nickmans, Sales Responsible at coresystems
Mobile Monday Switzerland Event #38 on Mobile Field Services, 13th Oct 2014, Zürich.
Customer experience is important to build competitive differentiation. Enterprises need to act swiftly on insights from big data to empower stakeholders to deliver on expectations of customers. Intense Technologies helps you break the silos of technology to deliver business agility that drives customer centricity in shortest possible time.
UniServe, our innovative platform for delivering superior customer experience, will empower all your stakeholders with one view of all customer interactions. You can digitally transform your OSS systems around your customers by federating the existing and new systems.
Conférence Internet des objets IoT M2M - CCI Bordeaux - 02 04 2015 - presenta...polenumerique33
Conférence "2 Avril Objets connectés, Internet des Objets (IoT) quels enjeux et opportunités pour les entreprises ?" du Pôle Numérique de la CCI Bordeaux - 02 04 2015 - Intervention de
Experiences with Private (NOT PUBLIC) cloud implementations of CPaaSAlan Quayle
Terry Hsiao, Entrepreneur, Advisor, Investor, and Head of Strategy at Kaleyra
Exploration of private cloud CPaaS use cases around the world. Understanding the benefits and issues of private cloud CPaaS implementations. Discussion of criteria for selecting the best implementation option.
Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology.
Learn how a virtual call center will renovate your business and change the industry as we know it.
Learn about different communication technologies and save money by choosing the right service for your business. Let’s understand the difference between UCaaS and CCaaS
Labeled one of the most successful business conglomerates today in south-east Asia and headquartered in India, my corporate started out very small, years ago in an age where technology remained luxury to be afforded only by a few. That was the time when computers had started seeping in and I was quick enough to integrate them into the back offices of my manufacturing units and distribution & logistics channels for my various FMCG businesses as well as my restaurants & hotel chains with robust ERP systems.
Each of my businesses have very specific different needs and whatever I try, technology remains always one step ahead of me. The latest one on the block was mobile ERP solutions.
Read More at: https://blog.spec-india.com/went-mobile-enterprise-resource-planning/
The ‘Nexus of Forces’— social, mobile, cloud and information access, today determine how a customer interacts with a brand. This makes every customer touch point an opportunity for an enterprise to deliver an agile experience, throughout the customers’ lifecycle - right from on-boarding, identity management to continuous communications.
Mobile Monday Switzerland #38 - coresystems presentation on Delivering on Cus...MobileMonday Switzerland
"Delivering on Customer's Expectations"
Presentation given by Jos Nickmans, Sales Responsible at coresystems
Mobile Monday Switzerland Event #38 on Mobile Field Services, 13th Oct 2014, Zürich.
Customer experience is important to build competitive differentiation. Enterprises need to act swiftly on insights from big data to empower stakeholders to deliver on expectations of customers. Intense Technologies helps you break the silos of technology to deliver business agility that drives customer centricity in shortest possible time.
UniServe, our innovative platform for delivering superior customer experience, will empower all your stakeholders with one view of all customer interactions. You can digitally transform your OSS systems around your customers by federating the existing and new systems.
Conférence Internet des objets IoT M2M - CCI Bordeaux - 02 04 2015 - presenta...polenumerique33
Conférence "2 Avril Objets connectés, Internet des Objets (IoT) quels enjeux et opportunités pour les entreprises ?" du Pôle Numérique de la CCI Bordeaux - 02 04 2015 - Intervention de
Our company is a leading provider of enterprise communications solutions and services, from the office to the cloud, marketed under the Alcatel-Lucent Enterprise brand. Building on our established heritage of innovation and entrepreneurial spirit, we operate globally with 2700+ employees in 100+ countries worldwide, with headquarters near Paris, France.
With communications, networking and cloud solutions for business of all sizes, our team of technology experts, service professionals, and 2900+ partners serves more than 830,000 customers worldwide, tailoring and adapting our solutions and services to local requirements. This provides tangible business outcomes through personalized connected experiences for customers and end users.
http://enterprise.alcatel-lucent.com/
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
Digital Transformation is a systematic approach to your business that applies digital thinking across everything you do, from the front office to the back office. It’s what we refer to as “The New Business of Digital.” The quote you see summarizes that thought well.
This is an important distinction because not only is there a direct, tangible improvement to the specific area that you change through digital technology and digital thinking—for example, replacing hard-copy documents with electronic documents—but there is a significant value-add as well.
Through Digital Transformation, your processes are:
Optimized through intelligent information capture
Streamlined by removing time-consuming steps
Replaced with a new, simpler way of doing things
To learn how it impacts business download the presentation or visit our website http://www.fujixerox.com.au/products/
Monetizing the Internet of Things: Creating a Connected Customer ExperienceZuora, Inc.
Customers today have new expectations. And never before has the customer experience been so critical than in the world IoT. Learn monetization strategies as well as the infrastructure require for delivering memorable customer experiences.
Accelerating Cognitive Business with Hybrid CloudDenny Muktar
IBM Indonesia BusinessConnect Events, March 22nd, 2016.
Disruptors are reinventing business processes and leading their industries with digital transformations. Cognitive Business extends digital business with cognitive computing - both of which exist in and are built using the cloud. This presentation covers an IBM approach of building and starting the Hybrid Cloud Journey.
iPortalis is a Cloud Services company specialising in brokerage, aggregation and portfolio management. At the heart of our service is the iPortalis Control Portal (iCP), a software platform that automates many of the complex tasks associated with Employee Lifecycle Management. The iCP is recognised as one of the world’s fastest growing self-service cloud provisioning and management platforms.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
5. Next Generation Customer Service
“We have two edges over our competition –
how we serve the customer and our
knowledge.”
Consumer Reports
Best Online Retailers
2012, 2013
12. The Nexus of Forces
“The easy availability of cloud services,
social communities and mobile
devices — and the means to consume
a wide volume, variety and velocity of
information — places a great deal of
power in the hands of the average
business consumer.”
Gartner 2013
13. Magic Quadrant for
Contact Center Infrastructure,
Worldwide
Gartner, Inc., June 2013
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Interactive Intelligence in the latest
newsletter at http://www.inin.com/MQ Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research
publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
Recognized as a Leader
14. Since 1994
All-in-One, All-Software
Solid Exec. Team
Origin
35+ Offices
20 Countries
23 Languages
Reach
Contact Center
UC
BPA
Markets
>6,000 Customers
100+ Countries
Deep Vertical Focus
Customers
Global Ecosystem for
Support and Service
Cloud or Premises
Distribution
$318M in 2013
34% growth
No Debt
Financials
16. Financial Performance
• $318 million revenue in 2013,a 34% y/y increase
• Double-digit growth in 8 of last 10 years
• Average 19% revenue put back into R&D
• Over 50% of product revenues come from current customers
• Over $107 million in cash and investments
• No debt and profitable for the last 10 years
17. Solutions – Contact Center
Offering
• All-in-one, software-based, open
• Broad set of applications – multichannel
ACD, mobile, reporting, CRM & UC
integrations, WFO, voice self-service,
outbound dialing and scripting, & more
• Highly scalable
• Available on-premises or as a cloud
service
Advantages
• Reduces costs, simplifies administration,
customization and reporting
• Offers flexibility, interoperability, cost-
effective growth
• Provides lower TCO and rapid ROI
18. Solutions – Unified Communications
Offering
• Broad set of applications - IP PBX, IM,
presence management, voice
conferencing, unified messaging,
enhanced messaging, & more
• All-in-one architecture
• Highly scalable
• Open, software based with many back-
office integrations
Advantages
• Reduces TCO
• Delivers contact center and enterprise
functionality on a single platform
• Enhances collaboration and productivity
19. Solutions – Business Process Automation
Offering
• Capture, prioritize, route, escalate and
track each step of a business process
lifecycle
• Interfaces with existing back-office
systems
• Role-specific user interfaces
• Intuitive design interface
• Presence-based routing, alerting and
reporting
Advantages
• Enables companies to accomplish more
with fewer required resources
• Increases process speed, quality and
effectiveness
23. Global Footprint with Geo-redundancy Included
Data Centers
Global NOC
Technical Operations &
Support
• Guaranteed service levels
• 99.999% application uptime
• Platform powering thousands
of contact centers worldwide
24. Comprehensive Security and Compliance
Secure Data CentersCloud ServicesCorporate
SOX
ISO 9001
JITC
ISO 27001
SSAE-16
PCI DSS 2.0
Proactive
Monitoring
Virtualization
Americas
• United States(2)
• Canada (2nd pending)
• Brazil
EMEA
• Germany
• United Kingdom
APAC
• Japan(2)
• Australia (2)
Flexible
Architecture
26. A global developer of imaging devices. Creates solutions for the entire care
cycle – from disease prevention and diagnosis to treatment and health
management.
The Challenges
• Increase the number of virtual engineers available to callers at any one time
• Upgrade an out-of-date system at the end of its life span
• Alleviate the high costs of an old system
The Solution
• Interactive Intelligence CaaS as a common global platform
The Benefits
• Virtualization of operation ensures uninterrupted customer service
• Fast rollout of contact center technologies improves the customer experience
• Initiation of new routing scheme increases imaging center uptime
• Common global platform supports reduced costs in worldwide contact centers
• Reduced pressure on IT increases operational efficiencies
Companies Using the Cloud
to Transform the Business and the Customer Experience
30. How We’re Different…
Single, all-in-one platform
Standards-based
All-software
Breadth of Applications
Premises or Cloud-based
31. Significant Differentiation
High Scalability
CIC 4.0 delivered scalability
enhancements of 2x to 8x and
resulting in support of 10,000 agents
on a single server.
Interactive Intelligence
MarketPlace
Easy access to value-add
applications, process templates,
packaged integrations, and more.
33. Significant Differentiation
0
20
40
60
80
100
120
AMD Rate AMD
Accuracy
Disconnect
Detection
Existing
Dialer
Interactive
Intelligence
Difference
Advanced Outbound
Dialing Functionality
Powerful outbound dialing paired with
AMD accuracy means significant
revenue increases.
Real-time speech analytics
Providing contact center managers
the ability to know what to pay
attention to.
34. Significant Differentiation
Strategic planning
Solving complicated staffing and
planning problems quickly and with
pin-point accuracy.
Contextual
Data
Contextual
Data
Queued Callback
Screen Pop
Mobile customer care
Linking mobile devices to the contact
center and providing agents with
contextual data.
35. Significant Differentiation
CRM and UC integration
Dedicated development team
productizing integrations.
Dozens of back-office
integrations
Out-of-the-box integrations to all
popular back-office applications and
systems.
CRM
ERP
PBX
Email
Databases
IP Gateways
Call Recording
Speech Engines
Mainframe Applications
Unified Communications
36. Significant Differentiation
Vertical applications
and expertise
Delivering industry-specific solutions.
AccountsReceivable
Management
BanksandCreditUnions
Healthcare
Outsourcers
Utilities
Insurance
Social Media Integration
Routing and queuing social media
feeds just as any other interaction.
