Pender's Blog

Blog archive

Interactive Intelligence Wants To Feel Your Pain

RCPU had a visit this week with Interactive Intelligence, a vendor pretty much in the unified communications space, over Brazilian cuisine (read: meat) here in Framingham.

Interactive Intelligence has some useful stuff out, including an IP communications software platform that combines a bunch of capabilities normally addressed with separate boxes (think PBX, ACD, IVR, WFM and some other acronyms we're not totally sure we understand) into one software-based platform running on a single server. Two of the products based on that platform are now integrated with Microsoft's Office Communications Server.

What really struck us, though, was the news this week that Interactive Intelligence is developing a Customer Feedback Management product that can gauge call-center customers' emotions in real time, so that call-center employees can react accordingly.

OK, so some emotions, such as anger and rage, probably don't need much measurement. Still, this idea seems incredibly useful and actually sort of fun. It kind of reminds us of the "Simpsons" episode where Springfield Elementary has a science fair and Martin Prince creates a "surprise detector" to measure people's level of, well, surprise. Anyway, just about anything that reminds us of the "Simpsons" gets a "thumbs up" at RCPU.

Posted by Lee Pender on 05/15/2008 at 1:22 PM


Featured

  • Spaceflight Training in the Middle of a Pandemic

    Surprisingly, the worldwide COVID-19 lockdown has hardly slowed down the space training process for Brien. In fact, it has accelerated it.

  • Surface and ARM: Why Microsoft Shouldn't Follow Apple's Lead and Dump Intel

    Microsoft's current Surface flagship, the Surface Pro X, already runs on ARM. But as the ill-fated Surface RT showed, going all-in on ARM never did Microsoft many favors.

  • IT Security Isn't Supposed To Be Easy

    Joey explains why it's worth it to endure a little inconvenience for the long-term benefits of a password manager and multifactor authentication.

  • Microsoft Makes It Easier To Self-Provision PCs via Windows Autopilot When VPNs Are Used

    Microsoft announced this week that the Windows Autopilot service used with Microsoft Intune now supports enrolling devices, even in cases where virtual private networks (VPNs) might get in the way.

comments powered by Disqus

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.