By: Kory Salem On: June 19, 2017 In: Interactive Intelligence Comments: 0

As a long standing Interactive Intelligence partner, I was both excited and anxious to attend this year’s Genesys CX-17 conference. Not knowing what the conference would bring verses the old Interactions days, I entered with an open mind. In looking back there were three big revelations I discovered.

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By: Derrick Chin On: June 14, 2017 In: Contact Center, Queued IN Comments: 0
By: Gavin Waggoner On: June 05, 2017 In: Interactive Intelligence Comments: 0

PureConnect 2017 R3 was released May 2, 2017. This release includes features specifically aimed at customer engagement improvements as well as the agent experience in a web browser. Interaction Connect contains enough improvements for a dedicated discussion, so in this blog I will focus specifically on those improvements.

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By: Dave Williams On: May 31, 2017 In: Avaya Comments: 0

We all have days and circumstances which require us to be away from the office, whether it be for other business or personal reasons. However, if we can stay more connected, collaborative, and efficient in just one more facet of life, it helps remove stress and the possibility of not providing the best service to our clients and colleagues at the same time.

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By: Derrick Chin On: May 18, 2017 In: Contact Center Comments: 0

If you were to capture the reasons that customers reach out to your contact center, I’m sure you could fill a few pages.  Are those the reasons that your contact center agents actually get tied up? Too often we find that adding resources is usually a temporary activity, because we […]

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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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Is it worthwhile to keep your PureConnect systems patched or should you wait for the next release? The answer is a nuanced one. Patches provide software fixes to PureConnect (CIC) servers and clients for the six most recent releases. For example, CIC 2017 R3 released on April 17, 2017. That […]

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By: Jimi Vorhees On: May 10, 2017 In: Avaya Comments: 0

It’s May in Indianapolis and you know what that means – the Indianapolis 500! It really is a great tradition for us Hoosiers. But before you head out of the office to enjoy the race, follow these simple steps to make sure you don’t miss any important calls while you’re away from your desk.

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By: Guest Contributor On: April 20, 2017 In: Contact Center Comments: 0

In part 1 of Omnichannel and Islands of Data in Your Contact Center, I covered the definition of omnichannel and differences between omnichannel and multichannel. We covered some history and how this problem first surfaced in the 90’s with previous-generation platforms. If you missed the live presentation on Part 1 and Part 2 of "Omnichannel and Islands of Data in Your Contact Center," check out the video of the presentation below.

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