'Twas the Night of the Upgrade

David Currier

If you've ever experienced a call center upgrade, you will certainly appreciate the humor of our very own  "'Twas the Night of the Upgrade" (brought to you by David Clark, David Currier and Ruth Lochary). Our apologies to Clement C. Moore. 

Exceed Your 2015 Workforce Management Goals with these Interactive Intelligence Tools

By now most companies have either confirmed or are in the process of creating their budgets for the 2015 calendar year. For call centers, the Workforce Management team is a critical part of gathering and forecasting information to meet short-term and long-term goals.

Interaction Optimizer and Interaction Decisions are the perfect tools for your Workforce Management team to get your company meeting or even exceeding those call center goals.

Changes to Interactive Intelligence's CIC Release Model

David Currier

If you attended Interactions 2014, you may have heard that changes are coming to the way Interactive Intelligence (ININ) releases software updates for their flagship product: the Customer Interaction Center (CIC).

3 Lessons Learned from Implementing Interaction Analyzer (ININ speech analytics)

Ruth Lochary

Your budget for next year is submitted and it looks like adding Interaction Analyzer is going to be approved for your contact center. Congratulations! You’re going to be adding an incredible tool for your business. As you look ahead to your implementation, I have three lessons to share with you. We just finished another implementation – I want you to learn from our experience!

Trick or Treat - Is your Interactive Intelligence System ready for the Holidays?

Ruth Lochary

We’re approaching what I think is the most wonderful time of the year – the holiday season. From October through the end of the year there are lots of holidays to celebrate. There are also holiday work schedules that change our regular routines. Often, we get panicked calls from our customers on Christmas Eve morning asking how to change their system schedules to close their call center early. I want you to get treats – not tricks – so I have some advice for you.

Interactive Intelligence CIC 4.0 Reporting Caveats

David Currier

One of the things you may have been looking forward to in CIC 4.0 is new reports. If not, you should be – they’re great! Interaction Reporter includes several categories of new reports built on the ActiveReports engine. Combined with more granular and accurate reporting data, they provide easier access to more information. Sure, you can still write custom reports to display anything you want… but why re-invent the wheel if the data you need is already there?


Interactive Intelligence Marketplace - Useful accessories for your CIC system

Ruth Lochary

It has been shopping season at our house….Back to School Shopping just finished. It seems that my 13-year old son is always in need of a larger pair of shoes….and, of course, there are the almost daily trips to the grocery store for more milk. We all do lots of shopping in our lives. But…I’ll bet you’ve never thought about shopping for “accessories” for your CIC system. Did you know that there is a place for you to do exactly that?

Simple Executive Conferencing on Your Interactive Intelligence Platform

Chris Dellen

We have been implementing Interactive Intelligence solutions for over a decade and one of the common requests we have received during numerous implementations was a simple conference phone solution for CEOs, executives, project managers, and everyone else who uses their office as an ad-hoc conference room….like me.

3 More Lessons from Interactive Intelligence CIC 4.0 Upgrades - Dialer Edition

Ruth Lochary

Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you as you plan and prepare for your 4.0 upgrade.

Interactive Intelligence 4.0 - 3 Ways to Avoid Test Anxiety during your Upgrade

Ruth Lochary

My mom went back to college after I graduated from college. She loves to learn and she studied hard. However, when it came time to take tests, she froze up – she had a major case of test anxiety. She struggled to communicate what she knew in a testing format. Fortunately, she had a professor who recognized that she was studying hard. He administered one of her exams by sitting and talking to her. Asked to discuss the various essay questions, she quickly demonstrated that she knew the material cold. In that format, she aced the test. 

Recently, I’ve been watching our customers get ready for their 4.0 upgrades.