By: Gavin Waggoner On: February 01, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

Genesys completed the acquisition of Interactive Intelligence (ININ) on Dececember 1, 2016. Since the acquisition announcement at the end of August 2016, both teams have been busy analyzing and comparing both of the companies various platforms with the idea that a simplification and rebranding of the platforms would be good […]

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By: Lanette Thurman On: January 26, 2017 In: Contact Center Comments: 0
By: David Currier On: January 19, 2017 In: Interactive Intelligence Comments: 0
By: Chris Dellen On: January 11, 2017 In: CPI Comments: 0
By: Christy Green On: December 28, 2016 In: Contact Center Comments: 0

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong! It doesn’t matter how state of the art, […]

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

Recently, we’ve had some requests to modify the base CIC/PureCloud functionality to add voice messages to callback requests. If not already available at the time of this writing, we expect this feature to be added to PureCloud soon… so not an issue. In CIC, however, the callback request form that […]

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By: Derrick Chin On: December 15, 2016 In: Contact Center Comments: 0

Too many chats is like having too many drinks – it’s best to know when to say “stop.” In the modern omni-channel contact center environment, there is pressure to provide all channels to all customers. Mix this with the need to mitigate the labor requirements and you have contact center leaders […]

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By: David Currier On: December 12, 2016 In: Interactive Intelligence Comments: 0

ININ has released a warning regarding a bad version of the Polycom firmware that was released in certain versions of CIC. Polycom has pulled the version of firmware and a fix is included in the current CIC release. Here is the notice from ININ: Polycom Firmware version 5.4.3.1014 has been […]

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By: Gavin Waggoner On: December 08, 2016 In: Interactive Intelligence Comments: 0

CIC 2017 R1 was released November 1, 2016! This release includes some cool new features, and today I’d like to share several of the highlights with you. IPv6 Support CIC 2017 R1 now supports IPv6 which is a requirement for Joint Interoperability Test Command (JITC) certification. According to http://jitc.fhu.disa.mil/index.aspx,  JITC […]

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By: Colin Doggett On: December 01, 2016 In: Contact Center Comments: 0

Today, call centers all over the world use CRM’s, spreadsheets and databases of every make and model to collect data. I am sure you can relate. There are as many options as there are car brands. At a basic level, these tools serve the same purpose – Data! This ever-increasing […]

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