Interactive Intelligence Global Customer and Partner Conference Draws More than 1,500 Attendees
Interactions 2012 event reveals key business communications technology trends; offers solutions to address contact center automation, unified communications, and business process automation challenges
August 5, 2012 3:27 by Colin_Saldanha
DUBAI, United Arab Emirates, July 22, 2012 — 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 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/foundationnomination.
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 [email protected] 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 protected]; 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 respective owners.
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