Back at the end of the year, I interviewed Interactive Intelligence (News - Alert) CMO Joe Staples for his views on what lies ahead in the contact center solutions market in 2014 as well as in general what is happening across the entire customer experience landscape. The reason I look to executives at Interactive Intelligence as great resources for understanding industry developments is not just because they are market leaders, but also because they have consistently been thought leaders as well.
Obviously, I am not alone in this view and prestigious research firm Frost & Sullivan (News - Alert), as part of their Movers & Shakers, series recently did a video interview with Interactive Intelligence CEO Dr. Don Brown (News - Alert). The video provides Brown’s views on the impact the cloud is having on transforming the customer interactions market, and as he says why “If you are not bold you are obsolete.” Interestingly, this is good advice regardless of the business your company competes in.
Back at the end of the year, I interviewed Interactive Intelligence CMO Joe Staples for his views on what lies ahead in the contact center solutions market in 2014 as well as in general what is happening across the entire customer experience landscape. The reason I look to executives at Interactive Intelligence as great resources for understanding industry developments is not just because they are market leaders, but also because they have consistently been thought leaders as well.
Obviously, I am not alone in this view and prestigious research firm Frost & Sullivan, as part of their Movers & Shakers, series recently did a video interview with Interactive Intelligence CEO Dr. Don Brown. The video provides Brown’s views on the impact the cloud is having on transforming the customer interactions market, and as he says why “If you are not bold you are obsolete.” Interestingly, this is good advice regardless of the business your company competes in.
Since the video’s length is designed for easy and fast viewing, take the time to watch it in its entirety (2.28 minutes). Not only are Brown’s observations insightful, but so are the comments of Frost & Sullivan Principal Analyst, Nancy Jamison as to why the cloud and why its criticality will only grow over time.
The words that resonated with me from the Brown comments were about how the cloud is enabling enterprises to have capabilities that make understanding the complexities of providing superior customer experiences more “intelligent and predictive.” Given, how fast markets are moving and the lack of predictability of fickle customers, being able to use things like self-service and multi-channel capabilities to enhance customer satisfaction in first touch instances is critical but just as important is for enterprises to have real actionable insights gleaned from using big data and sophisticated analytics in near real-time that are smart and can be used to accurately predict not just customer behaviors but the best way to respond to their needs.
Finally, as the video concludes, Brown sees the cloud as the path to future success for Interactive Intelligence and its customers. Indeed, he notes that true to its heritage of being early innovators, the company is hard at work on the next generation of their cloud offerings, and that, “That is going to make it very difficult for our competitors.”
Edited by Cassandra Tucker