BYOD – Love it or Hate it. It’s here to stay.

Three years ago I wrote a blog titled Why you will never take away my desktop phone, which mentioned a report by Gartner that said desktop phones will be replaced by mobile phones by 2011. Back then, it looked like RIM and Apple were going to dominate the mobile market and Google was nowhere to be seen.

Well, here we are at the end of 2012 and the majority of organizations are still using desktop phones. Surprising? Not at all. But in looking back over the past three years, there has been a lot of change in the way we [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Gigabit Home Networks and At-Home Agents

Much work has been done recently to bring lightning fast, broadband networks to homes. A quick Google search on "gigabit broadband" returns over 362,000 results with the top articles discussing Google’s work in launching their gigabit network in Kansas City (much to the chagrin of thousand other towns that vied for the project, including my own town of Fishers, Indiana).

In looking further, you’ll also find that Comcast is well on their way to launching the same gigabit broadband to their cable subscribers. But the news doesn’t end there. In looking deeper, you’ll find the gigabit broadband is already [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Notes from our WW User Conference – Interactions ’11

As I write this, people are buzzing around the hallways here at Interactions ’11 (our global user conference) waiting for the next sessions to begin. They are here to see what’s new in our solutions, where our product roadmap will take them, and how our partnerships with other vendors (RightNow Technologies, AudioCodes, Polycom, Salesforce, and many others) will allow them to be even more effective and efficient running their business in order to generate more revenue.

During these conferences (this is the largest user conference ever for us – over 700 attendees), there are so many conversations that take place. [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Contact Centers Today – Support for Social Media is practically nonexistent

I’ve been preparing for an upcoming presentation regarding Social Media in the Contact Center. As part of my presentation, I need to present on some of our customers who are using Social Media not for marketing purposes, but for customer service.

What has been my general finding?

Not many contact centers are actively supporting their customers via the channel of Social Media. Contrary to the staggering numbers, contact centers just aren’t digging into it as rapidly as you might think.

Almost 640 million users of Facebook (SocialBakers) Over 90 million tweets a day Over 156 million blog sites [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

The biggest challenge to embracing Social Media in the contact center

Over this past year, I’ve presented to a variety of audiences in a variety of countries on how they can bring social media in the contact center. In each of those presentations, I’ve asked the question, "How many of you have a Facebook page or a Twitter handle?" Typically, the majority of the hands go up.

However, when I ask them, "How many of you with your hand raised are being blocked from those sites by your IT department at work?" Most all hands stay up. I found it fascinating that those same people who are currently using social [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

South Africa – SEACOM cable could change the nation

A simple cable. That’s all it is – a cable. 

Granted, a very LONG and EXPENSIVE cable made of glass wires and special coverings, but it is still just a cable.

But in this one cable is the potential to dramatically change a nation.

Flashback to 2009 in South Africa. A country still adjusting to a new government of 14 years and lots of international interest ready to descend upon it with the FIFA World Cup just months away, South Africa had been mostly in information darkness.

But then in July of 2009, the SEACOM fiber optic submarine cables brought the [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Outsourced – The TV Show

I must admit – I don’t watch much television. I just don’t have the time these days.

However, I did find some time the other night where my wife and two kids had some down time and started watching an NBC show. During one of the breaks, I saw a preview for a new show for NBC’s fall lineup – Outsourced. The trailer itself looked hysterical to me and the concept interesting. So, I did a little research on it.

According to NBC’s site, the show is about "A comedy where cultural differences are a novelty" and is based around [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Struggling to reach the cloud

The following blog post was written by one of our guest bloggers – Murph Krajewski. Murph has been with Interactive Intelligence for almost 10 years and is a current member of our Technical Sales team.

I’m just wrapping up the week at the ACCE event down in beautiful (and hot) New Orleans.  My role at these events is to represent our company on the exhibit hall floor, so I have a somewhat limited perspective of the goings-on in terms of speakers, classes and sessions.  What I DO get to have, though, are very candid conversations with people who are [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

The more things change, the more they stay the same

To be honest, I never really understood that phrase. I mean, really, how can something stay the same when it continues to change?

I remember being in grade school and my 6th grade teacher told me that I had to write a paper on that very topic, "The more things change, the more they stay the same." I almost flipped out! A whole paper, front and back, on a topic that I had no clue what it meant? (Some may say that I’ve made a living out of doing that very thing.) And while I struggled through it, I still [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.

Video in the Contact Center – I don’t think so!

Last week during the VoiceCon Orlando conference (now renamed Enterprise Connect), I was sat on a panel titled "Contact Center Forum and Update" in which several vendors were asked to share their views on various topics and questions asked by the audience and our moderator Sheila McGee-Smith of McGee-Smith Analytics.

One of the questions that came our way was regarding the adoption of video in the contact center and how soon this might happen. When the panel was asked, I quickly spoke up, “Video is not going to happen in the mainstream contact center anytime soon. [...]

Tim Passios

Tim Passios

I began working for Interactive Intelligence in 1998 and have a more than 20 years of experience in the telecommunications and software industries. I also worked in contact centers as an agent, supervisor, field trainer and manager for eight of those 20 years. In my current role at Interactive Intelligence I have constant interactions with customers, prospects, the media and industry analysts, which all help me to understand many different perspectives related to the contact center, unified communications and business process automation markets. When I’m not working I like to spend time with my family.