Interactive Intelligence

Interactive Intelligence is a global provider of unified IP business communications solutions, providing innovative contact center software - often referred to as call center software, and delivered as a hosted service or on-premise product; IP telephony - including application-rich IP PBX and messaging functionality that can scale to meet the needs of your entire enterprise; and business process automation - providing the automation of multi-step, people-centric processes across a variety of vertical industries; as well as document management solutions designed specifically for the insurance industry.

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Latest Content From Interactive Intelligence

Webcast: Integrated Communications and Collaboration: The Key to Insurance Omnichannel Success

by Interactive IntelligenceSep 03, 2015

It’s tempting to think that insurance customers stay strictly within the channel guardrails during their purchase and servicing journeys but nothing could be further from the truth. In fact, the voyages that your customers take to buy and service their insurance needs are often complex and fraught with missed chances to speed up the sale or service the customer efficiently. What’s missing? A communication strategy that truly reflects the insurance shopping and servicing experience.

In this webinar, Forrester Research and Interactive Intelligence examine:

  • Emerging influences in the insurance shopping and service journey
  • How omnichannel is changing how insurers communicate with customers and prospects
  • Why integrated communications is a key component in the omnichannel strategy
  • How collaboration and awareness of the policyholder journey can improve customer service

Webcast: Making the Move to Digital Insurance: Tips for Success

by Interactive IntelligenceApr 22, 2015

One of the toughest challenges for the insurance market is the adoption of digital technology. However companies need to make digitization a priority in order to retain customers and improve their experience. But what does digital really mean? How will it impact how insurance companies communicate and collaborate with policyholders? How will insurance companies work with partners and employees alike?

During this webinar, you will learn the best practices and what to consider when you make this move.

  • Best practices and strategies for policyholder engagement in a digital environment.
  • How to leverage what you have in place to create a more innovative and collaborative experience.
  • The importance of including agents and employees in planning and implementation strategies.
  • A look at how digital, omnichannel, and collaboration work together.

Reserve your spot today.

Webcast: 5 Tips for Innovative Patient Engagement

by Interactive IntelligenceFeb 03, 2015

With patient engagement strategies at the top of everyone’s priority list, healthcare organizations must implement the right technologies and processes to meet the challenge. Proactive multi-channel notifications for appointment and refill reminders, patient follow-up, physician scheduling, and streamlining everyday population management processes are just the beginning.

Attend this webinar to learn how to:

  • Merge contact center initiatives and business goals to ease the patient experience
  • Improve patient relationships through transparency for providers and payers
  • Create effective internal teams to assist with patient strategies
  • Use the technology you already have to make simple, yet effective, improvements

Register for this webinar to get a firsthand look at what patient engagement strategies mean for the future of contact and service centers. For many, it starts with learning how to make the most of what you have, while preparing for the future.

Webcast: Insurance 2015: Predicting Digital Trends

by Interactive IntelligenceOct 06, 2014

The rise of smartphones, smart cars and other connected devices is having a profound impact on what consumers expect from their insurers. To avoid being left behind, insurers must align their digital investment priorities according to modern-day customer demands.

Attend this webinar to:

  • Learn six key changes poised to affect insurers in the coming year
  • Discover how new technological trends will influence insurers’ digital investments
  • Understand how new digital purchases will affect insurers’ customer experience strategies

Register for this webinar to explore six key changes facing insurers in the coming year and how they will influence the digital customer experience.

Webcast: How to Cancel No-Shows & Build Patient Engagement

by Interactive IntelligenceJul 11, 2014

No-shows cost the U.S. health system about $150 billion annually. Accounting for about 6% of appointments, they disrupt scheduling, harm their own health, and can cost practices tens of thousands of dollars in lost fees.

This webinar, presented by Bill Ramalho, CIO of Virginia Surgery Associates and sponsored by Interactive Intelligence, demonstrates how you can:

  • Improve profitability, workflow, and patient experience
  • Enhance patient engagement and boost population health
  • Exceed patient expectations and build loyalty
  • Build patient outreach programs

Spend your time treating -- not awaiting -- patients.

Webcast: Joining the Revolution in Insurance Customer Interaction

by Interactive IntelligenceMay 30, 2014

Insurance companies are being disrupted from all angles, and savvy companies are laying the foundation for a new way of doing business now in order to be better positioned for the future. Technology investments are being made with a focus on developing products and services that can be delivered and maintained in a digital environment. Winning carriers will be those that can navigate the new world of customer acquisition and retention with agility.

In this webcast, moderated by Insurance & Technology senior editor Nathan Golia and featuring Mike Fitzgerald of Celent and Jennifer Wilson of Interactive Intelligence, you will get the latest information on:

  • Consumer preferences in interacting with insurers and other financial services companies, and how that compares and contrasts with other industries
  • Customer experience, and how insurance companies can leverage both internal and external data to create a 720-degree view of the customer
  • Distribution patterns: Which products and services are being sold direct by insurance companies, and how can insurers find the right product for the right customer segment?

Webcast: Collaboration: A Critical Factor in Customer Experience Strategies

by Interactive IntelligenceMar 04, 2014

There’s a lot of buzz in the insurance industry around the concept of customer experience. But insurers working to enhance experience for policyholders and distributors often overlook the role that collaboration plays in this kind of initiative. Collaboration isn’t just about productivity – it is key to the kind of innovation around channels, communications and processes that shape the customer experience. However, collaboration continues to be an elusive goal for many insurance companies since it encompasses a range of technologies and practices.

  • Defining collaboration and creating a culture of collaboration and innovation.
  • Understanding the multiple dimensions of collaboration: content, process, communications.
  • Identifying the critical technologies that enable collaboration.
  • Leveraging existing investments in contact centers and other communications systems to improve collaboration.

At this one-hour webcast hosted by Insurance & Technology and Interactive Intelligence, SMA partner Mark Breading will reveal five action steps that can help insurers build a strong collaboration platform and reap the business benefits of collaboration. Learn about the connection between collaboration and customer experience and how to integrate the critical technologies into your business operations.

Webcast: How Cloud Facilitates an Agile Contact Center

by Interactive IntelligenceDec 06, 2013

Anytime, anywhere customer service expectations have upended many industries - and insurance is no exception. Policyholders expect to be able to reach out at any time, through any channel, and receive a high-quality experience, whether self-servicing contact information or looking to connect with a live agent to facilitate a purchase or a claim.

In this webcast, you will learn how a cloud model for contact center software deployment can help deliver the experience your customers crave, through any channel. Called "communications-as-a-service" (CaaS), this software can help insurers:

  • More flexibly respond to a dynamic environment
  • Optimize workloads and skills
  • Manage the costs of technology infrastructure, and
  • Secure customer data

Moderated by Insurance & Technology associate editor Nathan Golia and featuring Mark Breading of SMA and Jennifer Wilson of Interactive Intelligence, the presentation will elucidate these benefits and more for insurers interested in competing on great customer service.

Webcast: Big Data and Customer Interaction Analytics:
How To Create An Innovative Customer Experience

by Interactive IntelligenceOct 31, 2013

Many insurers overlook the value of the data that exists in all types of interactions with policyholders, and have been hampered by a lack of tools that can help them go beyond administration system data to leverage the rich information that exists in interaction data.

New capabilities such as speech analytics and multi-channel interaction reporting can help carriers combine interaction data with administration system data to plan and implement a more valuable big data solution that enriches customer experience, improves retention and enables cross selling and up selling.

Register for this interactive webinar to discover how you can:

  • Implement big data initiatives for improving the customer experience
  • Prioritize which data is leveraged
  • Realize the value of real-time speech analytics and interaction scoring
  • Leverage data for future handling of interactions

Join Insurance & Technology, Celent, and Interactive Intelligence as they reveal the steps you can take to create an innovative – and profitable – customer experience today. Register Now.