By: Gavin Waggoner On: April 28, 2016 In: Interactive Intelligence Comments: 0

In my last blog post, I introduced the backbone of PureCloud, Amazon Web Services (AWS), which included some background along with a few of the benefits of using the AWS backbone. In this post, I’d like to take a closer look at the PureCloud microservices architecture, which reside in the AWS […]

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By: Gavin Waggoner On: March 24, 2016 In: Interactive Intelligence Comments: 0

Interactive Intelligence offers three platform options to meet the many needs of customers. 1. Premise based (CIC) 2. Single tenant cloud (CaaS) 3. Multi-tenant cloud (PureCloud) PureCloud is an Enterprise-grade cloud services platform for Collaboration, Communications, and Customer Engagement. Today, I’d like to share with you the backbone of PureCloud […]

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CIC 2016 R2 was released February 9, 2016!  In this post, I’d like to share 7 highlights I found of interest from this release. 1. Interaction Connect ININ’s new browser-based interaction manager offers call control functionality, chat features, and status management along with directories with contact and status information. Interaction Connect is run from […]

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CIC 2016 R1 was released on November 3, 2015. Last month, CPI posted a blog regarding CIC 2016 and the removal of Interaction Client .NET Edition and the new Microsoft .NET framework requirement. In this blog, I’d like to provide a high level overview of some other items included in this […]

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Over the years, CPI has come across a number of scenarios where the discussion of CIC and Managed Phones has come up and what that functionality can do for a CIC administrator. In this blog, I’d like to take a closer look at just what a Managed Phone is and […]

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If you’re familiar with CIC and previous software releases (3.0 and 4.0), then you may be familiar with the fact that Interactive Intelligence has created a new distribution model for the product suite. It includes new naming, faster release cycles, and higher quality. CIC 4.0 SU 6 was the last […]

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By: Gavin Waggoner On: August 05, 2015 In: Interactive Intelligence Comments: 0

Speech analytics is a powerful tool that can be used to improve efficiency, customer experience and ultimately drive revenue. Knowing that your agents are handling customer interactions in the best possible way will make a measurable impact in your center. In this blog, I’d like to review Interaction Analyzer and […]

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By: Gavin Waggoner On: June 25, 2015 In: Interactive Intelligence Comments: 0

I had a great experience at Interactions 2015! Today, I’d like to share with you a few of the highlights from the event plus two of my favorite CIC customizations I learned at the conference. Every day was packed with excellent speakers and interesting ININ presentations. Kicking off the conference, Matt […]

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