The Distributed Cloud Spawns a Unique Period of Innovation

Now that we’ve launched Interactive Intelligence PureCloudSM, I can finally talk about an area of innovation I’ve been excited about for the past year.

Like many, I used to think of innovation as a single discovery made at a specific point in time. A video by Steven Johnson, Where Good Ideas Come From, changed my thinking. He explains that important breakthroughs usually take time. That ideas have to incubate, smaller hunches need to collide, and missing pieces must be discovered before major breakthroughs and big change can happen.

When interviewing a few of the PureCloud developers a while back, it [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

How to Put Serve Back into Customer Service

Two of my passions outside of work are baseball and ministry. Nine years ago these two worlds collided as a youth baseball ministry formed to train young athletes to lead and play differently than the example set for them in the media.  Serving at the annual leadership and skills training camp has been one of the greatest joys in my life. Camp is one week away and I can’t wait!

I was just reading Joe Staples’ call to empower agents to deliver a great customer experience and it really struck a chord. Common sense but so uncommon in practice.

Reflecting, [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

The Consumerization of Customer Service

We are in the midst of a new wave of innovation as major disruptive forces – mobile, social, cloud and big data – charge down the road. I would argue that we’re not on a convergence course, but rather a collision course that, once all the pieces are put (back) together, will completely change the way we think about customer service. While it won’t happen overnight, there will likely be more innovation and disruptive change over the next few years than we’ve seen the past twenty. Every day good ideas are forming as hunches mature, collaboration increases and missing pieces are found. [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

The Case for the Cloud – Getting From “It Just Makes Sense” To “Approved!”

I caught up with a friend of mine, a former fellow soccer dad, and the conversation turned to business. His company had just moved to a cloud-based ERP system. “It just made sense,” he uttered when reflecting on the decision. He nailed it! This plain and simple phrase says it all in terms of how many feel about moving their contact center to the cloud. However, it’s proving more difficult than anticipated to get the green light to move forward with cloud contact center projects. Why is this and what can be done about it?

A recent industry web event [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Small Contact Center Buzz at Enterprise Connect

As I reflect on last week and my time spent at Enterprise Connect, I can’t help but think about all of the conversations I participated in about the unmet needs of small contact centers. The #1 question asked at the show was around how a small contact center can possibly compete with the “big guys,” meeting the same expected service levels that they do with limited resources. Many were wondering if the cloud can help them meet this challenge.

For those who may be unaware, 65% of the contact centers in the world have less than 50 agents, meaning that [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Five Steps to “Noooo-body!” in the Contact Center – Can the Cloud Help?

If you were to ask your contact center this question, “Who’s got it better than us?!,” how would they respond? How about your customers? Would they enthusiastically shout, “Noooo-body!” like the San Francisco 49ers (American) football team that just played in the Super Bowl? I know, they got beat and you’re probably thinking, “The Baltimore Ravens have it better than the 49ers…” but did we really have to go there? Ha!

While it’s a bit of a reach to think your contact center agents and customers will jump out of their seats and excitedly chant, “Noooo-body!,” perhaps it’s a worthwhile [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Cloud Services Brokerage – the New IT?

According to a recent Gartner survey, Cloud Services Brokerage (CSB) is playing a larger role in the future of IT services. So what is it and why should we care in the world of customer care?

Are more and more of your customer care (and other) applications moving to the cloud now that concerns have been addressed? If so, you are likely facing three new and interesting business challenges.

How to manage varying contract, billing and support terms of various cloud services How to integrate multiple cloud applications to deliver end-to-end services How to augment functionality offered by cloud [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Harnessing the Power of Customer Moments

While preparing for a presentation I was delivering at ACCE on mobility, cloud and the future of customer care, something hit me…the killer app for mobility might be as simple as harnessing the power of customer moments!

Think about how we use our SmartPhones and Tablets. We expect to pull these powerful computing devices out of our pockets, backpacks, purses and handbags, and do business in the moment, on a moment’s notice, with only a moment to spare. It’s all about the moment.

While I’d like to take credit for the insight, a seed was likely planted while reading [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Customers Getting Creative in the Clouds

I’m sitting in the Hong Kong airport reflecting back on this week’s APAC Partner Conference in Phuket Thailand.  It was an awesome experience (of course the beautiful setting had nothing to do with it…) and between this trip and one last month to Kuala Lumpur I’ve learned a ton about the implications of the cloud in the Asia Pacific region speaking with Interactive employees and partners as well as key analysts and consultants in this part of the world.

Andrew Milroy of Frost and Sullivan shared that the cloud is projected to be the number one priority for [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.

Clarity in the clouds

The term “cloud” has been so widely used and abused that confusion has hit an all-time high. Some say it even rivals the likes of “CRM.” The purpose of this post is to attempt to throw out a starting point to reference and solicit your thoughts, feedback and experiences so we can collectively create clarity around the topic and how it relates to the contact center.

So, what is this cloud thang anyway?

Below are the first two results that came up when searching Google Images for “cloud computing.”

                

The first is pretty straight forward. The [...]

Jason Alley

Jason Alley

Jason has both a broad and deep background in the area of customer interaction. He served as a product manager and strategist for the first six years of his career with companies such as Nortel, Aspect and Hipbone (a web collaboration company acquired by Kana). Jason spent the next ten years of his career consulting with enterprise customers and suppliers for Vanguard Communications and a company he later founded, SmartContact Consulting. Jason now serves on the solutions marketing team at Interactive Intelligence. His unique blend of end-user and supplier experience equips him with a fresh, comprehensive perspective – something he strives to infuse in every project. Jason holds a bachelor’s degree in business economics from UCLA.