Interactive Intelligence Case Study & White Papers

Interactive Intelligence White Papers and Case Studies

Below are our latest white papers, case studies and best practice guides submitted by Interactive Intelligence. If you would like to see videos or more reports of a specific type, click the links below.

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Extending Contact Center Capabilities Across the Insurance Enterprise: Conjoining Social, Mobile, ECM, and Process Automation

provided by Interactive Intelligence

With technology advancements for mobile solutions, social media, analytics, content management (ECM), and process automation, insurers can now take a conjoinment view to evaluate opportunities and drive differentiation.

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Beginner’s Guide to Data Security, IT Security Compliance & Audits

provided by Interactive Intelligence

ARM performance no longer is measured only in terms of liquidation, dollars collected, and right-party contacts per hour.

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A Realistic Look at Social Media and the Contact Center

provided by Interactive Intelligence

Integrating social media for customer care isn’t really the question for businesses anymore.

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The Future of Compliance for the Debt Collection Industry: 10 Forecasts for 2012

provided by Interactive Intelligence

In the accounts receivable management (ARM) industry, compliance is at once a legal requirement, a reputational risk management strategy, an ethical imperative and an unavoidable operational expense.

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Beyond the Insurance Contact Center

provided by Interactive Intelligence

Direct sales. Policy servicing. Claims. In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.

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Beyond the Insurance Contact Center

provided by Interactive Intelligence

Direct sales. Policy servicing. Claims. In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.

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The Business Value of Consolidating and Centralizing Communications

provided by Interactive Intelligence

Increasingly powerful servers. Robust IP infrastructures. Innovative architecture designs. For contact centers, it’s getting easier to consolidate and centralize communications architectures and realize the benefits.

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Part 1: Home Agents: The Big Game Changer

provided by Interactive Intelligence

Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.

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The Evolving Role of Process Automation and the Customer Service Experience

provided by Interactive Intelligence

True, customer service usually starts in the contact center. But a customer’s satisfaction might easily come down to support staff and knowledge workers in other areas of the business.

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8 Tips for Outbound Calling Compliance for the Debt Collection Industry

provided by Interactive Intelligence

Accounts receivable management is a minefield of federal regulations and individual state and local laws — which makes compliance for outbound calling a moving target.

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