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;
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,”
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-
Mobile customer service – Organizations are recognizing the need to offer consumers more than “click-to-
“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 following:
Customer interview 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.
Customer interview with Tony Butt, IT Manager – CRM, Roche Diagnostics – Tony discusses how his company is using social media in the contact center.
Consultant interview with Michele Rowan, CEO, Customer Contact Strategies – Michele discusses at-home working myths, trends, challenges, and tips.
The Interactive 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 here: www.inin.com/
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 amy.dipaola@
About Interactive Intelligence
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