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Interactive Intelligence

Genesys to acquire Interactive Intelligence

Genesys, a market leader in omnichannel customer experience and contact center solutions, and Interactive Intelligence, a provider of cloud and on-premise solutions for customer engagement, communications and collaboration, today announced that they have entered into a definitive agreement under which...

Digital Tranformation: The key contact centre focus

Customer experience is the last source of sustainable differentiation in a battle for the next generation digital consumer, and the only way for contact centres to rise to this challenge is through digital transformation, says Interactive Intelligence. Deon Scheepers Manager,...

The 9 top trends in CEM today

Speaking at the recent Interactive Intelligence Customer Experience Executive Forum in Johannesburg and Durban, Gareth Mellon, Programme Manager ICT for Frost & Sullivan South Africa, said customer loyalty was becoming an outdated term. “Loyalty implies an emotional connection. Customers are...

Are mathematical models ideal for contact centres?

If a contact centre executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and, most importantly, of agent performance and customer experience delivery. Certainty in the complex environs of a contact centre operation,...

Interactive Intelligence reveals customer service survey results

Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has released findings of its second annual Global Customer Service Survey. The survey, which was administered by independent research firm, Actionable Research, was...

Top ten contact centre strategies

With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to operations Interactive Intelligence recently discussed Top Ten Contact Centre Strategies with a European audience via a series...

PCC: Getting closer for greater business benefits

If you still wait for your customers to call you, your contact centre strategy is about to become outdated. Simply waiting for calls to come in, or worse – making outbound sales calls scripted to suit the mass market –...

Social media is more important in South Africa – Interactive Intelligence

Gartner’s annual symposium is currently underway in Cape Town, South Africa, and while the focus has been on trends shaping the future for online businesses and the changing role of the CEO, Interactive Intelligence’s Africa head of Sales and...

Building long-term cloud cover

For a number of years now, the cloud has been the buzzword in the contact centre industry. Research suggests that a large number of local companies are starting to shift their operations into this virtual environment, citing cost saving...

Interactive Intelligence’s new office and call to market

IP business communications and business process automation software specialist, Interactive Intelligence, recently celebrated the opening of its new-look South African office in Rivonia, Johannesburg. Company executives - including Managing Director, African Region, Andre le Roux and Executive Vice President, Worldwide...
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Introducing Veeam Data Cloud

Veeam® Software introduces Veeam Data Cloud, a new solution built on Microsoft Azure, blending the reliability of the top...
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