Succeeding At Customer Engagement Book By Interactive Intelligence Now Available

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global leader of software and cloud services for customer engagement, communications and collaboration, has published a book titled Succeeding at Customer Engagement: 7 Game Changers and Stories from Companies Who Use Them.

Ideal for C-level executives and customer experience leaders, this book has been praised by industry experts, including customer-centric leadership guru Jean Bliss who says, "This book will have relevance for years to come—it offers evidence-based insights from real companies to help you solve today's complex customer service puzzle."

Succeeding at Customer Engagement explores how 14 global companies recognized for providing superior customer service have successfully navigated the world of digital disruption. It includes technology strategies and best practices that result in customer engagement game changers.

The book, authored by Interactive Intelligence Vice President of Client Success Pam Hynes, covers the following topics:
  • Omnichannel.
  • Quality monitoring and agent training.
  • Routing and queuing.
  • Surveys and analysis.
  • Administration and IT.
  • Remote agents.
  • Flexibility.

Interview excerpts from the following companies are included: African Bank,, B&H Photo and Electronics Corp., Crutchfield Corp., Deutsche Telekom AG / T-Mobile, DialAmerica, Luxottica, Medion, New York Central Mutual Insurance Company, Philips Healthcare, Regus, Skipton Building Society, VR Netze and Xerox BPS Contact Centers.

"Since 1987 my entire career has involved helping companies improve customer service," Hynes said. "This book excites me because it will help companies focus on the right aspects of customer service - the ones that are most impactful in helping them attract customers and keep them."

To download a digital version of the book, visit

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global leader of software and cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 150-plus pending patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit

Interactive Intelligence is the owner of, and holds certain registrations for, the marks INTERACTIVE INTELLIGENCE, its associated LOGO, PURECLOUD and numerous other trademarks and service marks in the United States and various other jurisdictions around the world. All third-party trademarks mentioned in this document are the property of their respective owners.

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