Interactions 2012 event reveals key business communications
technology trends; offers solutions to address contact center
automation, unified communications, and business process automation
Interactive Intelligence Group Inc. (Nasdaq: ININ) concluded its global Interactions
2012 conference last month, which drew more than 1,500
attendees, including customers, prospects, partners, consultants,
analysts and members of the media representing 33 countries.
The event, which took place in the Interactive Intelligence headquarters
city of Indianapolis, featured keynotes from the company's founder and
CEO, Dr. Donald E. Brown; nationally acclaimed management guru and
Harvard Business School professor, Clayton Christensen; and Gartner
analyst, Drew Kraus, a leading industry expert with more than 25 years
of experience covering enterprise communications technologies.
Additional sessions were hosted by industry experts representing such
firms as COMMfusion, Forrester Research, McGee-Smith Analytics,
Enterprise Connect/No Jitter and UCStrategies.
The Interactions 2012 conference theme, "It's all about the
experience," was addressed during the event's 180 business, product and
technical sessions, which covered contact
center automation, unified
communications, and business
process automation. Vertical markets were also covered, including a
separate track for accounts
receivable management led by collection solutions provider, Latitude
Software, an Interactive Intelligence company.
The following key business communications technology trends were
revealed during the event:
Infrastructure consolidation and centralization —
Organizations are increasingly focused on simplifying infrastructure
to reduce costs, get a more accurate view of customer analytics, and
more quickly adapt to changing business needs.
Multichannel communications and social media — Growth of
email, Web chat, SMS and now social media is spurring many
organizations to extend self-service options to these new channels.
Challenges to address include multichannel skills of customer service
reps, cross-channel metrics and compensation, and service consistency.
Cloud-based communications — Organizations are
increasingly considering communications-as-a-service
offerings as alternatives to premise-based systems. Factors important
when selecting a cloud-based offering include flexibility,
scalability, security and return-on-investment; also critical is the
option to easily migrate to an on-prem solution.
Mobile customer service — Organizations are recognizing
the need to offer consumers more than "click-to-call" from mobile
customer service applications. Extended capabilities include
passing user contextual data to an agent, providing queued call-back,
mobile app integration with back-end systems, and the ability to
easily publish and update apps across the different endpoints,
operating systems, and websites.
"In addition to making investments relative to the many key trends
shared during our conference, we've got major product initiatives
underway in the areas of speech technology, process automation, video,
and business intelligence and data analytics," Brown said. "As I
emphasized in my closing conference keynote, our mission is to offer
scalable, reliable, and relevant communications apps, while giving
businesses maximum control over their customers' experience without
resorting to low-level customization."
Also at Interactions 2012 were live interviews conducted on the
conference floor with Interactive Intelligence customers, partners,
analysts, and consultants. "Interactive TV" video excerpts included the
with Kelly Mitchell, Director of Global Operations, Bentley Systems
-- Kelly discusses her company's use of the Interactive Intelligence
software, which spans about 500 users globally.
with Tony Butt, IT Manager — CRM, Roche Diagnostics — Tony
discusses how his company is using social media in the contact center.
with Michele Rowan, CEO, Customer Contact Strategies — Michele
discusses at-home working myths, trends, challenges, and tips.
Intelligence Foundation, the vendor's nonprofit organization
dedicated to raising funds for at-risk youth, was also active at Interactions
2012. It hosted a fundraiser that engaged conference attendees to
help assemble 1,000 back-to-school kits, which are being distributed to
several inner-city public school districts across the country.
The Foundation also announced that it will grant $5,000 each to a
charity supported by an Interactive Intelligence reseller and one
supported by an Interactive Intelligence customer. Nominations for
resellers and customers are open until Aug. 15, and can be submitted
Next year's Interactions 2013 conference will take place in
Indianapolis, Indiana May 13 — 16. For more information about the event,
contact Amy DiPaola, Interactive Intelligence events manager, at firstname.lastname@example.org
or +1 317.715.8414.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center automation, unified communications, and business
process automation software and services. The company's unified IP
business communications solutions, which can be deployed on-premise or
via the cloud, are ideal for industries such as financial services,
insurance, outsourcers, collections, and utilities. Interactive
Intelligence was founded in 1994 and has more than 4,500 customers
worldwide. The company is among Forbes Magazine's 2011 Best Small
Companies in America and Software Magazine's 2011 Top 500 Global
Software and Service Providers. It employs more than 1,000 people and is
headquartered in Indianapolis, Indiana. The company has offices
throughout North America, Latin America, Europe, Middle East, Africa and
Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000
or email@example.com; on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve
a number of risks and uncertainties. Factors that could cause actual
results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Christine Holley, Senior Director of
Market Communications, +1-317-715-8220
Source: Interactive Intelligence Group Inc.
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