CPI's Interactive Intelligence Blog

New Features Included in Interactive Intelligence CIC 2015 R4

Gavin Waggoner You may have noticed an increase in the frequency of CIC releases. This is in keeping with Interactive Intelligence’s new development model which includes faster and higher quality release cycles. In this blog I’d like to highlight the latest release, CIC 2015 R4 which was made available on August 11, 2015.

Introducing Interaction Desktop

David Currier

In CIC 2015 R3, ININ officially released the Interaction Desktop, the replacement for the Interaction Client .Net Edition. But don't be frightened by the name (or icon) change. It's basically just the Interaction Client rolled into a parent application similar to IC Business Manager. In fact, the supervisor views in IC Business Manager will eventually be moved into the Interaction Desktop so that most users will only need to run a single application.

Use Cases for Interactions Analyzer - Speech Analytics for Contact Centers

Gavin Waggoner

Speech analytics is a powerful tool that can be used to improve efficiency, customer experience and ultimately drive revenue. Knowing that your agents are handling customer interactions in the best possible way will make a measurable impact in your center. In this blog, I’d like to review Interaction Analyzer and provide some use cases that could be applied in your contact center.

Highlights and Customization Favorites from Interactions 2015

Gavin Waggoner

I had a great experience at Interactions 2015! Today, I’d like to share with you a few of the highlights from the event plus two of my favorite CIC customizations I learned at the conference.

ACD Queue Transfers Tip and Day 3 Update of Interactions 2015

David Currier

Last Wednesday was a really good day at Interactions! Throughout the conference, I discovered several great updates and releases I believe you'll find interesting. Here are the last two I'd like to share with you plus a tip on ACD Queue Transfers.



Stand-Alone Phone Directory Tip and Day 2 Update of Interactions 2015

David Currier

Tuesday was a packed day at Interactions 2015. The opening general sessions were excellent and focused on customer service concepts and showing off new features in CIC and PureCloud.

Interactions 2015 Update...Plus How to Create Custom Queue Columns

David Currier

Interactions 2015 is off to a great start here in Indianapolis! The welcome reception last night was the first of many opportunities I hope to have to talk with vendors, partners, and customers to find out what the hot topics are in customer experience and technical operations management. Also, congratulations to the ININ Partners who won awards last night.

Save Time with this CIC User and Phone Import Guide

David Currier

Creating users and phones in CIC can be a time-consuming and click-intensive process, especially when dozens or even hundreds of objects need to be created.

4 Highlights of Interactive Intelligence CIC 2015 R3

Gavin Waggoner

May 5 was the big release day for CIC 2015 R3! In this post, I am going to highlight 4 of the new features and their functionalities.  

3 Pillars of Workforce Management, Part 3

In this series “3 Pillars of Workforce Management”, I have discussed the importance of a Real - Time Analyst (the eyes and ears of the call centers) and the Forecaster (the person(s) that drives the goals of the call center). Now let’s complete this series and delve into the third and final pillar, the Reporting Specialist.