JAA'S Analyst Blog - Current Posts

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A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

Interactive Intelligence is a company I closely follow, and many of us at UCStrategies attended their Interactions 2014 event earlier this month in Indianapolis. The company recently sponsored Wave 2 of their Customer Experience Survey, which is a decent sweep of what makes for a good interaction between customers and the contact center.

There's lots to like about the research, and for this month's UCStrategies writeup, I put together an analysis of three takeaways that are most pertinent to the UC space. I also included a link to the study itself, as there are other findings worth reviewing, but from my end, those will have to wait for another time.

With that, I'll steer you to my post, which is running now on the UCStrategies portal.