CPI's Interactive Intelligence Blog

A Look at PureCloud Microservices Architecture

Gavin Waggoner

In my last blog post, I introduced the backbone of PureCloud, Amazon Web Services (AWS), which included some background along with a few of the benefits of using the AWS backbone. In this post, I’d like to take a closer look at the PureCloud microservices architecture, which reside in the AWS backbone.

Critical ININ Update

David Currier

We have just been notified by ININ about a critical issue.

Understanding PureCloud

Gavin Waggoner

Interactive Intelligence offers three platform options to meet the many needs of customers.

1. Premise based (CIC)

2. Single tenant cloud (CaaS)

3. Multi-tenant cloud (PureCloud)

PureCloud is an Enterprise-grade cloud services platform for Collaboration, Communications, and Customer Engagement. Today, I’d like to share with you the backbone of PureCloud and the platform it’s built on – Amazon Web Services (AWS).

Important ININ Update and CIC Client Troubleshooting Tips

David Currier

In today's post, I'm going to cover an important Microsoft update plus share with you a few troubleshooting tips for CIC Client.

7 Highlights of CIC 2016 R2

Gavin Waggoner

CIC 2016 R2 was released February 9, 2016!  In this post, I’d like to share 7 highlights I found of interest from this release.

A Sneak Peek at ININ Pure Cloud Engage

Wow! After 20+ years in call center environments, I can’t believe how much the agent desktop has changed. When I first started in the call center industry, there really weren’t many choices. Most centers used a mainframe based desktop with short codes and quick keys to move from screen to screen. Some centers weren’t even that modern - everything was done on paper and on triplicate forms. My how the world and the agent desktop has changed.

Troubleshooting Managed IP Phones

David Currier

The Managed IP Phones feature is one of the single greatest additions in recent years to CIC for the system administrator. It allows touchless deployment and automated user provisioning of phones across an organization and avoids the complexities of managing phone firmware and configuration files.

Interaction Supervisor for iPad

Gavin Waggoner

As many of you know, CIC’s supervisory tool is called, not surprisingly, Interaction Supervisor. It is a Windows-based, graphical user interface (GUI) application for supervisory control and monitoring of agents and systems. Interaction Supervisor provides a graphical “dashboard” view of a wide variety of statistical information, such as call abandon rates, queue statistics, and more. But did you know there is also a version of Supervisor for iPad Edition? 

Tips for Creating Great Prompts for Your IVR

David Currier

A while ago, I wrote a short post with some tips for creating great prompts to be used in your phone system. Since then, I've been experimenting with some of the technical methods that can be used to process the recorded audio files. Here are a few tips with examples so you can hear the result of each method. A word of warning - what follows is a bit technical. :)

CIC 2016 R1 Highlights

Gavin Waggoner

CIC 2016 R1 was released on November 3, 2015. Last month, CPI posted a blog regarding CIC 2016 and the removal of Interaction Client .NET Edition and the new Microsoft .NET framework requirement. In this blog, I’d like to provide a high level overview of some other items included in this release.