By: Kory Salem On: October 06, 2016 In: Interactive Intelligence Comments: 0

Although this isn’t a post diving deep into the technical underpinnings of WebRTC, I hope you walk away with a better understanding of how it compares to the traditional PBX or IP PBX soft phones. What I am really trying to answer today is the question “Why should you care?” […]

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By: David Currier On: September 23, 2016 In: Interactive Intelligence Comments: 0

A few years ago, I got tired of spending hours recording test prompts to use when developing a new call flow. An idea and some programming later and I had a simple app (FORG3) that would generate test prompts using text-to-speech. It has saved me many hours of time. Now I’m […]

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By: The CPI Team On: September 07, 2016 In: Interactive Intelligence Comments: 0

A week ago today, a rumor that Genesys was considering purchasing ININ turned into a reality. What does that mean for all of us? Below, we have links to some documents that shed additional light from both an Interactive Intelligence and Genesys perspective. It’s important to realize that until the […]

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By: Gavin Waggoner On: August 23, 2016 In: Interactive Intelligence Comments: 0

CIC 2016 R4 was released August 9, 2016. In this post, I’d like to highlight a few new features I found interesting in this release. PureCloud for CIC Integration (phases 2 and 3) Building on the features available in PureCloud for CIC Phase 1, Phases 2 and 3 include: A PureCloud […]

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By: David Currier On: July 28, 2016 In: Interactive Intelligence Comments: 0

Interaction Attendant allows relatively easy creation of call flows including everything from scheduling to data dips and queue logic. Over the past few years, Interactive Intelligence has slowly been expanding its capabilities with new operation types. One of my favorites is the Selection that basically allows a bunch of Logical […]

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By: Gavin Waggoner On: July 14, 2016 In: Interactive Intelligence Comments: 0

One of the sessions I attended at Interactions 2016 was on the topic of PureCloud and Co-Browsing. In this blog, I’d like to share some the interesting points that came out of that session. First of all, what is co-browsing? Co-browsing is short for Collaborative Browsing- as you might guess, it […]

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By: Lanette Thurman On: June 24, 2016 In: Interactive Intelligence, Pure Cloud Comments: 0

In my 25+ years in the call center environment, I’ve recognized one area that doesn’t get the attention it deserves – Quality Assurance. Those are the people who listen to the representative calls and provide timely feedback concerning the knowledge, customer service skills and tone of the call. Call center […]

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By: David Currier On: June 09, 2016 In: Interactive Intelligence Comments: 0

This week, I have been attending Interactions 2016 and learning a lot about new and upcoming features and technology for both the Customer Interaction Center (CIC) and PureCloud. The single item I’ve been looking forward to over the last few months is the ability to leverage WebRTC within the PureCloud platform. I […]

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By: David Currier On: May 26, 2016 In: Interactive Intelligence Comments: 0
By: David Currier On: May 20, 2016 In: Interactive Intelligence Comments: 0

The recent client connectivity issues caused by Microsoft .Net patches have been some of the most serious I’ve seen in the time I have worked with CIC. Thankfully, they have also been fairly quick to resolve. Since the last post, we have received more information from Interactive Intelligence about what […]

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