By: David Currier On: September 28, 2018 In: Genesys, Interactive Intelligence Comments: 0

Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.

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By: David Currier On: April 03, 2018 In: Genesys, Interactive Intelligence Comments: 0

Now that the dust is settling from the Genesys acquisition of Interactive Intelligence, online resources are being consolidated, unified, and brought under the Genesys umbrella. Here are seven online resources provided by Genesys that you should be taking advantage of: 1. Genesys Knowledge Network This is the most recent addition […]

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By: David Currier On: January 23, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.

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By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

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This just in from Genesys – ” Malicious Worm WannaCry (or WannaCrypt) was released.” On May 12, 2017, a malicious worm known as WannaCry (or WannaCrypt) was released and propagated through computers across over 150 countries. This ransomware worm can infect most versions Microsoft Windows machines, including ones that run […]

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By: David Currier On: March 28, 2017 In: Interactive Intelligence Comments: 0
By: David Currier On: January 19, 2017 In: Interactive Intelligence Comments: 0
By: David Currier On: December 20, 2016 In: Interactive Intelligence Comments: 0

Recently, we’ve had some requests to modify the base CIC/PureCloud functionality to add voice messages to callback requests. If not already available at the time of this writing, we expect this feature to be added to PureCloud soon… so not an issue. In CIC, however, the callback request form that […]

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By: David Currier On: December 12, 2016 In: Interactive Intelligence Comments: 0

ININ has released a warning regarding a bad version of the Polycom firmware that was released in certain versions of CIC. Polycom has pulled the version of firmware and a fix is included in the current CIC release. Here is the notice from ININ: Polycom Firmware version 5.4.3.1014 has been […]

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