Interactions ’10 User Forum & The Magic Checkbox

Last week, we hosted over 300 users from around the world in Indianapolis for Interactive Intelligence’s Interactions ’10 User Forum.  As part of our product management team, I had multiple presentations on different subjects in our various tracks.  I also had the pleasure of meeting and talking with new customers and getting an update from existing customers on their progress over the past year.  For me, these User Forums have become enjoyable, busy homecoming style events.

I enjoy being able to help customers use our products more effectively – saving them time or solving a need simply by pointing them in the right direction or identifying a "magic checkbox" or two.  "Magic checkbox" was a new term I learned from a customer at our User Forum.  A magic checkbox is a feature – often controlled by a simple checkbox or other configuration – about which they weren’t aware.  Lacking knowledge of this "magic checkbox", the customer would go through all kinds of hijinx to try to do the same thing – customized handlers, special processes, extra work, etc.

I’ve blogged about this before (Know Thy Technology – The Value of Learning the Details), but it bears repeating.  If I want my company to get the most out of the contact center software product I’ve purchased, we should ask the questions:

  • Are we participating in any online forums to share knowledge with other users?  e.g. ININ’s Community site.
  • Have we sent people to class on this product?  What about any available online classes?
  • Have we read the documentation?
  • Have we had a demo to see any recent updates to the product?
  • Have we read the release notes for recent updates?
  • Have we attended user conferences or other available events on the product?

When we have a challenge to solve, we use the tools that we know best.  More knowledge of the features of a product puts more tools at our disposal.  I’ve talked with customers who learned how to program using handlers in Interaction Center and have made it their primary tool to get things done.  So when they have a need that isn’t immediately obvious, they figure out how to write a handler to meet it… only to find out later that there was a "magic checkbox" that did the same thing and would have saved them many hours of work + provided a proven and built-in method.

Found any magic checkboxes lately?

Matt Taylor