| |
Interaction Center Platform
Interactive Intelligence has spent the last decade creating a sophisticated software platform for business process automation based on advanced communications technologies including voice over IP (VoIP). This document, written by Dr. Don Brown, provides a high-level technical description of this platform and illustrates how it can act as the foundation not only for IP communications, but for comprehensive process automation in organizations of all types and sizes.
"The Intelligent Contact Center"
The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
Recording and Quality Monitoring for Regulatory Compliance
The integrated suite of products from Interactive Intelligence provides a platform from which managers, compliance personnel and trainers can mentor employees on compliance, and measure their performance towards that goal. More importantly, our platform enables organizations to capture and cost-effectively store every critical interaction for immediate retrieval if proving compliance becomes a necessity. This whitepaper covers best practices in monitoring, recording and scoring agents to achieve and substantiate compliance.
Security Considerations for an IP PBX and Contact Center Application Server
This whitepaper discusses inherent security capabilities of the Interaction Center Platform® IP technology from Interactive Intelligence, and how the IC system fits into the communications security policies already in place in many organizations. Specifically, this document explains security concepts from the framework of the OSI network model, along with the network operating system environment, network security policies, and compliance issues.
Secrets of the Pros: The IP Communications Checklist
Justifying the move to VoIP requires weighing not only the financial aspects and benefits of an IP communications system deployment, but also things like security and voice quality. Get an overview of key considerations for evaluating and implementing the right IP solution for your organization.
Five Checkpoints to Implementing IP Telephony
Implementation planning for IP PBX software and IP telephony has become vital as businesses replace discontinued legacy PBX phone systems. This informative whitepaper outlines five "checkpoints" for any implementation plan that will help make IP communications a successful proposition.
Securing your Business with IP Communications: Your Business's Best Friend for Protecting Voice and Data
It's a wonder IT directors ever get any sleep. The possibility of malicious attacks to a business's network and communications system, they'll tell you, is a constant threat. Yet for businesses utilizing Internet Protocol (IP) communications and voice over IP (VoIP), the security news is good, as new standards are constantly being deployed to make security more concrete. Read what those standards are, along with other security measures for IP technologies.
Your Voicemail system is more than 5 years old. Now What?
For many organizations, the decision process behind replacing an end-of-life voicemail system can include weighing the benefits of unified messaging, unified communications, and VoIP. This whitepaper looks at the messaging issues businesses face and the options the Communité(r) solution gives them.
|
 |
|
