Greg Galitzine : Greg Galitzine's VoIP Authority Blog
Greg Galitzine

Contact Center

Outrageous Interactions Contest Nearing Close

August 20, 2008

Saw this news item about Interactive Intelligence's "Outrageous Interactions" contest and how it's nearing the deadline for submissions.   It's a very entertaining concept that offers a fun look inside the contact center industry by allowing agents to share their most memorable customer interactions.   "Everyone hears about the consumer side of an interaction gone bad," says Joe Staples, senior vice president of worldwide marketing for Interactive Intelligence and the creative brain behind the contest. "We thought it would be appropriate to turn the tables and take a look at what experiences the contact center agents have had. And after seeing some of the entries, the word outrageous is a good descriptor."   The contest has been promoted for some time now. In fact, in his Ask the Expert column in Customer Interaction Solutions' July issue, Tim Passios, Interactive Intelligence's Director of Solutions Marketing, offered this example of a unique and memorable agent experience:   I'm a manager for a help desk.

Aspect Strikes Bluenote

July 9, 2008

Aspect continues its steady march to be a major player in unified communications, particularly in the contact center space. (TMC's Rich Tehrani covered the Aspect and UC angle in an earlier post.)   Today the company announced the acquisition of Tewksbury, Mass-based BlueNote Networks.   Terms of the transaction were not disclosed.   Leveraging BlueNote's technology, Aspect customers will now be able to extend SIP-based voice, video and other real-time interactive communication services to enterprise users as an integral part of a service oriented architecture (SOA).   According to the release announcing the acquisition:   By combining the features of Session Initiation Protocol (SIP) with Web services, organizations will be able to drive innovation in the contact center and across the enterprise while radically lowering the cost and complexity of their voice, video and data services. Specifically, Aspect customers and prospects will now be able to:   ·        Quickly and easily incorporate SIP-based interactive multichannel communications into their contact centers and internal and customer-facing business processes using industry-standard interfaces and technology.   ·        Leverage existing IT and telephony application investments and development resources to build and deploy communications-enabled business applications and lay the foundation for enabling globally-reachable communication services and integrated workflow applications.   Today's acquisition reminds me of another similar situation. Nearly one year ago, NEC acquired Sphere Communications, essentially for their SOA technology.

Interactive Intelligence Posts Record Numbers

January 31, 2008

Interactive Intelligence Inc., has reported record financial results for its fourth quarter and fiscal year ended Dec. 31, 2007. Revenues for the 2007 fiscal year totaled $109.9 million, up 32 percent from $83.0 million in 2006. Fourth quarter revenues were $29.3 million, a 23 percent increase from $23.9 million in the same quarter last year.   “Our growth was largely driven by the significant value proposition offered by our unique all-in-one communications software suite for contact centers and enterprises,” said Interactive Intelligence CEO, Dr. Donald E. Brown.

Noble Systems to Acquire Amcat

November 7, 2007

Featured Events