Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018.

Adtech Global Enhances Stratx Offering Using Verint’s WFO Suite

Adtech Global, a provider of solutions that enhance customer service operations and maximize workforce efficiency, said its Stratx offering now enables users to enjoy the full suite of Verint’s Workforce Optimization solutions in a cloud environment.

Adtech Global launched the Stratx solution with just WFO functionality but it is now tweaked to include additional cloud-based versions of speech analytics, text analytics and customer feedback software.

The Stratx solution is also Adtech’s answer to contact centers which demanded self-controlled ACD/PBX and cloud based WFO applications. Stratx ensures that the full Verint WFO operations like servers, hardware, software and services are all managed around the clock from a secure data center and users do not have to spend money on costly servers and software. This also removes extensive management requirements so customers can have the peace of mind knowing that all hardware and software elements are being managed in real-time.

John Bourne, senior vice president of global channels and alliances at Verint remarked, “Through our partner relationships, Verint’s focus is on supporting customer requirements and needs in the terms they choose to deploy – and also in ways to help them simplify operations and reduce expenses. Adtech Global is well versed in our WFO solutions and has been a long-standing Verint partner.”

The Verint WFO suite lets users extract critical information from customer interactions to optimize workforce performance and also delivers the analytics to convert raw data to actionable insights.

Jeremy Powell, vice president of information systems at Adtech Global, added, “Adtech Global’s Stratx communicates seamlessly with your onsite ACD/PBX unlike any other cloud-based contact center solution. This is a significant advancement in the contact center world because it enables customers to save resources, time and money by maintaining their own ACD/PBX, while simultaneously using one of the most advanced solutions around.” 

Edited by Stefania Viscusi

Even Outsourced Workers Need to be Engaged

The ‘employee engagement funnel’ may sound like some sort of human resources torture device, but in reality it’s the metaphorical process that companies must urge employees through to attain high employee engagement.

Consumer Protection Company Moves Up with inContact

A consumer protection service company has tapped inContact’s cloud contact center software to meet its needs as it expands.

RSS is Not Dead – Why RSS is Here to Stay

RSS as we all know is one of the oldest and most powerful weapons of mass content distribution for publishers and mass content consumption for readers. Launched back in 1999, RSS has seen a tremendous rise in the past decade. Since the dawn of social media and the boom of email marketing, RSS has been […]

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Finding Says Engaged Employees Help Promote Your Brand

For smart companies, the place where employee engagement meets customer engagement and advocacy is through ‘employee advocacy.’

Interactive Intelligence Campaign Donates Over 500 Goats to Impoverished Communities

In late 2011, customer experience solutions provider Interactive Intelligence launched a very interesting campaign to get executives to speak with their sales people. In conjunction with international charity Oxfam, if you met with Interactive Intelligence, Oxfam would donate a goat to a needy family in an impoverished community in one of the many developing world countries where it operates.

Interactive Intelligence PureCloud Ups the Ante in Customer Experience and Collaboration Solutions

It is not very often that a technology solution that is poised for general availability can be viewed as likely to raise the competitive stakes in a market. That said, when a company bets big and appears to have already changed the way customers and competitors discuss market evolution, as Willy Loman in Arthur Miller’s masterpiece play Death of a Salesman says, “Attention must be paid!” Such is the case with Interactive Intelligence PureCloud, which as the name says, is pure cloud since it is multi-tenant and hosted via Amazon Web Services (AWS).

In fact, in the Interactive Intelligence Q2 earnings call, company founder and CEO Dr. Donald Brown said that he anticipates PureCloud subscriptions to surpass the combined quarterly dollar volume of its on-premises and cloud-based single-tenant offerings by the end of 2015.

And while the company’s mix of business over the last several quarters is heavily trending toward cloud-based solutions, the bullishness about PureCloud is representative of both where the market is heading, and how Interactive Intelligence has laid the groundwork to make its investment in PureCloud provide it with market as well as thought leadership. 

So why the enthusiasm for going with a pure cloud solution?

I recently had an opportunity to discuss the details of PureCloud with Jason Alley, the Interactive Intelligence Cloud Solutions Marketing Manager, to explore what makes PureCloud different and why the reception for the solution already has such traction. As Alley explained, in many ways the value-proposition is straightforward: “PureCloud is a suite of cloud services for communications, collaboration, and customer engagement that takes full advantage of the distributed nature of the cloud, providing rapid deployment, industry-leading reliability, unlimited scalability, and connecting customers and employees in new, more efficient ways.”

He added: “How we have been able to do this obviously took a lot of time and effort. However, the result is a unique solution that sets us apart from our competitors and should set the pace in the market. In addition, it fills out our portfolio of solutions from on-premises to hosted single-tenant and multi-tenant so our customers have trustworthy choices based on their needs, and our channel partners have expanded opportunities as well. In addition, we can offer these choices at an attractive price point for organizations of any size.”

Alley cited the benefits of PureCloud as falling into four basic areas:

  • Distributed cloud architecture
  • New ways of matching customers with agents 
  • Improved agent and business user experience
  • Better collaboration

In short, PureCloud is like a Swiss Army knife in terms of its capabilities for covering the entire landscape of improving the customer experience and internal collaboration. Offered via a single platform, it includes the following: multichannel contact center, criteria-based matching, social customer service, voice self-service, workforce optimization, automated outbound dialing, CRM integrations, unified communications, mobility, and a content-rich directory. Plus, it supports public interfaces, has sophisticated internal logic, and provides detailed reports and analytics. It enables the right people with the best tools to be efficient and effective, while assuring those people interact with customers and colleagues in the best way possible.

Source: Interactive Intelligence (click to enlarge)

As Alley explained, on the directory side of things, PureCloud is designed from the ground up to facilitate enterprise collaboration based on a social media design for browsers and mobile devices. This means having the ability to easily search and connect with the right people based on rich employee profiles, know their status and have one-click connections, sync with Active Directory and other HR systems, and be mobile-device friendly. The UC capabilities add conferencing, voice mail, video, and auto-attendant.

One of the interesting things about PureCloud is the way it has approached reinventing the customer experience. 

New capabilities have been added that enable inbound interactions to be routed in whole new ways. In traditional linear queuing and routing it is all about lining up customers and agents – first-in/first-out, next available, or simple skills-based routing. As Alley says, “The result is too often an ordinary experience.” PureCloud’s criteria and user-driven matching offer two new ways to connect customers and agents, as follows:

  1. The Interactive Intelligence PureMatch application looks at the real needs of a customer to match them with the best possible agent – every time.
  2. The Interactive Intelligence PureCloud Social Customer Service application enables customers to select their own agent based on who they think is best for them.

 Source: Interactive Intelligence (click to enlarge)

It is all based on rich agent and customer profiles, which as the company says, means enabling customer interactions to go from being “next to best.” Both help companies rise above the ordinary to deliver an exceptional customer experience, which translates into better customer satisfaction, brand loyalty, and permission-based opportunities for up-selling. It also reduces first-contact resolution times because experts are reached quickly and empowered with the tools they need to solve customer issues. 

On top of all this is that PureCloud gives Interactive Intelligence, as noted above, a very broad portfolio of solutions that now give customers options based on their unique needs, which can include business objectives, financial situation, compliance and corporate governance concerns, skills, and a host of other variables.  As Alley says, “PureCloud not only sets the bar high in terms of the functionality delivered and all the advantages of the cloud, but it enables us to deliver solutions to customers however they want. Choice is a major theme.” He concluded by saying, “Our goal is to always make sure we prescribe the right solution based on customer needs, not based on what we have to sell.” In a customer-driven world, that is critical.

While the market will dictate the speed at which customers will adopt new technology, to borrow the Interactive Intelligence line, “from next to best,” the addition of PureCloud is going to be a bellwether for watching the market. And the company has upped the ante for those who also see customer experience and collaboration as having a decidedly cloud-centric future.

Edited by Maurice Nagle

Full Text RSS Feeds Add-On Launched

We have some very exciting news for you today; the launch of our very own Full Text RSS Feeds service. This service will fetch the full content from feeds which only provide an excerpt by default. There are no limits on items per feed source and this service has been designed especially to work with the Feed to Post add-on.

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Financial Service Firm OKs inContact Solution

A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.