By: David Currier On: December 22, 2015 In: Interactive Intelligence Comments: 0

A while ago, I wrote a short post with some tips for creating great prompts to be used in your phone system. Since then, I’ve been experimenting with some of the technical methods that can be used to process the recorded audio files. Here are a few tips with examples […]

Read more
By: David Currier On: November 25, 2015 In: Interactive Intelligence Comments: 0

With its 5th release, the new CIC release model from ININ enters its second named year… and we are pleased. Sure, there will always be issues that we run into from time to time, but overall, the quality, consistency, and reliability of these releases and biweekly patches has been a […]

Read more

In CIC 2015 R3, ININ officially released the Interaction Desktop, the replacement for the Interaction Client .Net Edition. But don’t be frightened by the name (or icon) change. It’s basically just the Interaction Client rolled into a parent application similar to IC Business Manager. In fact, the supervisor views in […]

Read more
By: David Currier On: June 18, 2015 In: Interactive Intelligence, Pure Cloud Comments: 0

Last Wednesday was a really good day at Interactions! Throughout the conference, I discovered several great updates and releases I believe you’ll find interesting. Here are the last two I’d like to share with you plus a tip on ACD Queue Transfers. PureCloud I’ll be blunt – when I first started using early versions of PureCloud, […]

Read more
By: David Currier On: June 10, 2015 In: Interactive Intelligence Comments: 0

Tuesday was a packed day at Interactions 2015. The opening general sessions were excellent and focused on customer service concepts and showing off new features in CIC and PureCloud. Customer Experience Tools An interesting tool that was mentioned is the Gunning Fog Index which analyzes written text and scores how “readable” […]

Read more

If you’ve seen our client and supervisor training videos for CIC 3.0, you might be wondering where the new videos are for the current CIC release. We actually have a good portion of the scripts written, but recently decided to change our approach to recording and releasing them. For the […]

Read more

The Customer Interaction Center (CIC) from Interactive Intelligence has many amazing features and capabilities… but has always been a bit limited when it comes to managing phone numbers and their assignments throughout the system. It is easy to assign and route phone numbers to CIC objects such as Attendant profiles, […]

Read more

Developing and testing of new call flows often involves placing or answering calls in a development CIC environment. While it is definitely possible to have more than one phone on your desk, why not configure one phone to register with both your production and development systems? Note: these instructions assume […]

Read more
By: David Currier On: December 17, 2014 In: Interactive Intelligence Comments: 0

If you’ve ever experienced a call center upgrade, you will certainly appreciate the humor of our very own  “‘Twas the Night of the Upgrade” (brought to you by David Clark, David Currier and Ruth Lochary). Our apologies to Clement C. Moore. ‘Twas the Night of the Upgrade when all through the […]

Read more

If you attended Interactions 2014, you may have heard that changes are coming to the way Interactive Intelligence (ININ) releases software updates for their flagship product: the Customer Interaction Center (CIC). ININ has been trying to balance two conflicting challenges: Respond rapidly to market demands for new features. Accomplish the first […]

Read more