By: Derrick Chin On: November 15, 2017 In: Oracle, Service Cloud Comments: 0

On average, your contact center is likely sending thousands of responses to customers every week. Do you struggle to provide consistent answers to customer responses? Could utilizing standard text help you?

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By: Mike Stettler On: October 31, 2017 In: Contact Center Comments: 0
By: Derrick Chin On: October 27, 2017 In: Oracle, Service Cloud Comments: 0

Managing user accounts can be tricky. User accounts need to have the proper Profiles and Groups to ensure that they have appropriate permissions. In addition, it is also important to have a plan for dealing with the inevitable “Non-Active” accounts.

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By: Kory Salem On: October 26, 2017 In: Genesys, Interactive Intelligence Comments: 0

I was recently on a call with a potential customer. After a long conversation and product demonstration, his last question was “Why should I buy from you guys when I can buy direct from the manufacturer?” It struck me that there really is an important distinction between the customer experience working with a large manufacturer versus a partner reseller.

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By: Debbi Smith On: October 26, 2017 In: Avaya Comments: 0

It’s almost that time of year – time to “fall back” and change our clocks. This year we’ll set our clocks one hour back on November 5 at 2:00 am. If you come in the office and find your phones are displaying the wrong time, you will need to change the time on the IP Office system. Here's how:

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By: Dave Clark On: October 03, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 2

In the event that you have been hanging out in Antarctica for the last decade, SMS is popular. It’s so popular, my 89 year old grandma does it. In 2012, Forrester Research estimated that 6 BILLION text messages are sent per day in the US (A large number of those […]

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By: Colin Doggett On: September 13, 2017 In: Contact Center Comments: 0

Call Center professionals are blasted daily with a never ending stream of technology solutions that at face value can create ROI, reduce the number of FTE’s and improve customer perception. While it sounds easy to use technology to drive performance and cost improvement, it is not. Every element of your […]

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If you’ve been paying attention to what’s happening in the world of PureConnect, you might have noticed a move toward “webifying” the platform. While one can argue whether “webify/webification” is actually a word, the concept revolves around taking existing content and associated file extensions/formats and making them usable and capable […]

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By: Kory Salem On: August 17, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

I’m sure this reference is going to date me, but as I typed that title I couldn’t help but picture Steve Martin in the movie The Jerk jumping up and down yelling “The new phone book’s here! The new phone book’s here! ” At first blush, hunt groups may sound […]

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By: Gavin Waggoner On: August 02, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

In previous blogs, I’ve mentioned PureCloud for PureConnect features and functionality as they’ve come out by PureConnect release. In this blog post, I’ll take a closer look at this exciting capability for PureConnect in one blog. PureCloud for PureConnect is continually evolving and enables PureConnect customers to take advantage of […]

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