Interactive Intelligence Lyncs the Contact Center for Customer Experience

Tuesday, February 07, 2012
According to the 2011 Customer Experience Impact (CEI) Report by Harris Interactive, by improving the customer experience – even slightly – companies can see significant increases in revenue. This begs the question, if such revenue is so highly influenced by mere percentage point shifts in customer satisfaction scores, shouldn’t companies be doing every little thing they can to increase their chances of positively influencing that score?

Will UC be Subsumed by Social – A Follow Up

Monday, February 06, 2012
If you haven’t been following the dialogue between myself and fellow analyst/blogger, Melanie Turek, on nojitter.com, here’s a quick recap.

“Dual Persona” Mobile Clients Will Simplify UC BYOD Issues

Monday, February 06, 2012
A big challenge that business organizations face is the fact that employees don’t want to carry two mobile devices, each with different form factors, operating systems, and user interfaces.

The Communications/Information Productivity Revolution

A revolution is occurring that will enable people to communicate and collaborate with anyone, anywhere, anytime. It is occurring as voice, data, video and wireless technologies and services evolve and converge to create a new family of products and services.

Although this revolution is currently taking place, many vendors are still focused on old battles and don't see the industry and market shifts that are creating this revolution. What was once a series of battles fought along industry lines is turning into a revolution with many battle fronts.

The distinction between voice vendors and data vendors has already changed. The convergence of communications and collaboration technologies will reshape the vendor landscape with new leaders emerging from the battles while some of the old guard become casualties.

The Revolution White Paper