What an exciting week it was! Interactive Intelligence held their annual conference for customers, analysts and partners June 2-5 here in Indianapolis.
There were 192 sessions, plus keynote addresses plus an expo hall, plus lots of good hallway conversations, plus several very good meals shared together! We saw SO many good things – but we wanted to bring you the best of the best. Therefore, we’ve narrowed it down to the Top 5 insights from the conference. Drum roll, please…
#5 – The “SU” is extinct! (Well, actually, it’s getting a better name.)
Any of us who’ve been using Customer Interaction Center for any amount of time have gotten used to the naming conventions for new releases of software. There are the “big” releases – like 3.0 to 4.0. Then, there are the “SU’s” or Service Updates. Those releases often include new functionality and a roll-up of software fixes (those are called “ES’s”). Interactive is going to simplify the entire process (thankfully). Starting later this year, instead of SU7, Interactive will issue software release 2015R1. Their goal is to issue these releases at least semi-annually. Be on the look-out for more details in the weeks ahead.
#4 – IC Business Manager and your IC client are getting married – soon, you’ll have Interaction Desktop
Interactive is working to merge all of the user desktop applications into one single-sign-on application. Then, through security permissions, you will only have access to the software that you need for your job. This will eliminate the need for users to have multiple icons on their desktop – everything you need to run CIC will be in one place. Many of you have been asking about one sign-on for your users – hold on, it’s coming!
#3 – Interaction Decisions is a “must see!”
You may know that a couple of years ago, Interactive bought a company that developed software for call center long-term planning. In the last year, “Bay Bridge Decisions” has been making an impact inside the company. Their engineers have helped work on improving the forecasting engine in Optimizer. In addition, they’ve continued to develop their product. At the conference, the product’s new name was introduced – Interaction Decisions. It is a VERY powerful software package (that can run stand-alone, or the forecast engine will soon feed directly into Optimizer). It helps with long-term planning, staffing, budgeting – everything a contact center needs as they look to the future. I heard one attendee leaving a session say, “It is WONDERFUL!” Really – you need to see this!!!
#2 – Your customers will force you….
Over and over, we heard speakers say, “If you are not monitoring social, your customers will force you to….” Social Customer Service is here to stay. If you’re not doing it, you need to be planning to start very soon. Trust me, your competition is. Does your call center have the tools to respond to customer Facebook posts and tweets? If you’re not sure where to start, you need to give us a call!
#1 – Announcing: Interactive Intelligence PureCloud
Have you been waiting to make the leap to the Cloud? Interactive announced a new product at the conference that was “all the buzz.” PureCloud integrates the best of several Interactive products with a new, simplified administrator interface. Using Amazon Web Services, Interactive leverages the ability to do elastic load balancing for your call center volume. It was a very impressive debut. To learn what the analysts had to say about PureCloud, click on the following names: Sheila and Blair.
Overall, it was another excellent conference! If you haven’t already, be sure to mark your calendar so you can attend next year – June 9-11.