By: Colin Doggett On: February 13, 2019 In: Oracle, Service Cloud Comments: 0

When does Oracle Policy Automation represent a better solution than an Ask a Question Form?

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By: David Currier On: February 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Microsoft has announced that they will be retiring 3DES in Office365 as part of their push to migrate all online services to use TLS 1.2+ on February 28, 2019. This means that PureConnect (and legacy CIC) systems not running current versions/patches of the product will likely lose the ability to […]

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By: Derrick Chin On: January 23, 2019 In: Oracle, Service Cloud Comments: 0

At the beginning of every year, your team reflects on what had made the previous year successful, so that you can plan for greater success in the following year. Many teams look at staffing, sales development strategies, and operations as keys to continued success, but there are often other contributing factors.

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By: Derrick Chin On: January 20, 2019 In: Contact Center Comments: 0

Since my early days working in Contact Centers, I have always viewed Contact Center management as if I was a zookeeper trying to keep order between all of the different animal populations. We need to make sure not to put the flamingos in the same enclosure as the lions so […]

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By: Dave Whitfield On: January 08, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Ever find yourself lying awake at night pondering questions like these? How many comments on our corporate Facebook page have gone unaddressed this month? Who responds to our instant messages, and what is our average response time? How many tweets last year mentioned us versus our biggest competitor? In an age when your customers are spending more and more time on social media, the day is coming — or may have already arrived — when you can no longer afford to ignore those nagging questions. Your customers won’t let you, and neither will the competition.

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By: Mike Stettler On: December 31, 2018 In: Contact Center Comments: 0

One of the most common questions I hear from clients who manage agents in a multichannel environment is, “Why can’t we just do it like our phone business?” It’s a great question and there are far more reasons why you shouldn’t run other channels such as chat, messaging or social media […]

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By: Derrick Chin On: December 13, 2018 In: Oracle, Service Cloud Comments: 0

Learn reporting tips and tricks to start off your New Year on the right foot. In this video, Derrick Chin, Director of CX Solutions shares his expertise on report functions.

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By: Christy Green On: December 06, 2018 In: Oracle, Service Cloud Comments: 0

Check out the latest updates to Oracle Service Cloud Release 18D. Here is the video and highlights of release 18D!

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By: David Currier On: December 05, 2018 In: Contact Center, Genesys, Interactive Intelligence Comments: 0

The need to communicate with each other has always been a critical part of the human experience. We communicate face-to-face with words, gestures, posture, and facial expressions. But as technology has progressed, we have found the need to communicate across greater distances in less time with greater efficiency. Success in […]

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By: Derrick Chin On: November 26, 2018 In: Oracle, Service Cloud Comments: 0

Have you remembered to set your organization's Holidays in Oracle Service Cloud for new year? If not we have just the video for you! Watch our latest Tips and Tricks video to refresh your memory on setting Holidays.

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