By: The CPI Team On: October 10, 2016 In: CPI Comments: 0

I have had a few customers ask how to prepare for the new area code overlay for Indiana (beginning October 17, 2016). Specifically, they have asked how the change will impact their business and their current system configuration. Here are a few tips to help you be ready for the […]

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By: The CPI Team On: September 07, 2016 In: Interactive Intelligence Comments: 0

A week ago today, a rumor that Genesys was considering purchasing ININ turned into a reality. What does that mean for all of us? Below, we have links to some documents that shed additional light from both an Interactive Intelligence and Genesys perspective. It’s important to realize that until the […]

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By: The CPI Team On: June 17, 2016 In: Contact Center Comments: 0
By: The CPI Team On: January 22, 2015 In: Contact Center Comments: 0

Happy New Year! I’m a little late to the party – but, it’s a new year for my 2015 blog posts! The time for resolutions has come and gone. Most resolutions made January 1 are dropped by January 31. So, why am I talking about resolutions? Because there are 3 […]

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By: The CPI Team On: October 27, 2014 In: Interactive Intelligence Comments: 0

Your budget for next year is submitted and it looks like adding Interaction Analyzer is going to be approved for your contact center. Congratulations! You’re going to be adding an incredible tool for your business. As you look ahead to your implementation, I have three lessons to share with you. We just […]

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By: The CPI Team On: October 21, 2014 In: Contact Center Comments: 0

I just finished a rather large internal knowledge management (KM) project and realize that many of you may be going through the same process in your contact center. I followed a simple, yet powerful roadmap that I unexpectedly learned from my physical therapist and thought it may help you in […]

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By: The CPI Team On: October 16, 2014 In: Interactive Intelligence Comments: 0

We’re approaching what I think is the most wonderful time of the year – the holiday season. From October through the end of the year there are lots of holidays to celebrate. There are also holiday work schedules that change our regular routines. Often, we get panicked calls from our […]

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By: The CPI Team On: October 07, 2014 In: Contact Center Comments: 0

As CPI’s Facility Security Officer, I’m required to take training classes on an ongoing basis. I recently completed a course on Cybersecurity Awareness. I came away with several key tips that can be applied within the framework of how we conduct ourselves in the “cyber” world. Usually our blog posts […]

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By: The CPI Team On: September 15, 2014 In: Interactive Intelligence Comments: 0

It has been shopping season at our house….Back to School Shopping just finished. It seems that my 13-year old son is always in need of a larger pair of shoes….and, of course, there are the almost daily trips to the grocery store for more milk. We all do lots of […]

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Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you […]

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