By: Debbi Smith On: December 15, 2017 In: Avaya Comments: 0

The holiday season is my favorite time of year! I seem to be out of the office more enjoying all the festivities, especially parties and shopping. I’ve also been known to take extended lunches to get some of my shopping done! (Shhh, please don’t let my boss know!) As we’re […]

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By: Colin Doggett On: December 15, 2017 In: Contact Center Comments: 0

The end of the year can be one of the most challenging periods for a Call Center Manager. Balancing between staff taking PTO, inclement weather and business peaks and valleys can put you into an ocean where keeping your head above water becomes a daily challenge. Often during these times, […]

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By: Christy Green On: December 08, 2017 In: Oracle, Service Cloud Comments: 0

These two videos are only 4-6 minutes long and provide an easy-to-follow overview of the exciting new capabilities that have been released in Oracle Service Cloud 17D.

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By: Beth Fuson On: November 27, 2017 In: CPI Comments: 0

Are you prepared for the inevitable? Change is never easy, but it doesn’t have to be tough. Here is a short checklist of tasks associated with planning for changes to your communications (whether for technology enhancements, disaster recovery or digital transformation):

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By: Chris Dellen On: November 27, 2017 In: CPI Comments: 0

Bpm'online, a global vendor of enterprise software for business process management and CRM, and CPI.Solutions, a company specializing in helping organizations connect, engage, and collaborate with their customers, announced a strategic partnership, which  includes a joint, collaborative go-to market effort that will bring increased value to customers of both companies.

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By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

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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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