CPI's Interactive Intelligence Blog

Highlights of CIC 2016 R4

Gavin Waggoner

CIC 2016 R4 was released August 9, 2016. In this post, I’d like to highlight a few new features I found interesting in this release.

Attendant Feature - Play Info Node

David Currier

Interaction Attendant allows relatively easy creation of call flows including everything from scheduling to data dips and queue logic.

PureCloud Co-browse

Gavin Waggoner

One of the sessions I attended at Interactions 2016 was on the topic of PureCloud and Co-Browsing. In this blog, I’d like to share some the interesting points that came out of that session.

PureCloud Engage Quality Management

In my 25+ years in the call center environment, I’ve recognized one area that doesn’t get the attention it deserves - Quality Assurance. Those are the people who listen to the representative calls and provide timely feedback concerning the knowledge, customer service skills and tone of the call.

What is WebRTC and Why is it Important?

David Currier

This week, I have been attending Interactions 2016 and learning a lot about new and upcoming features and technology for both the Customer Interaction Center (CIC) and PureCloud.

Solution for ININ Application Scaling Issues

David Currier

Over the last few months, we have gotten a number of reports of display scaling issues that affect Interactive Intelligence client applications. Most of the problems have been related to either increased font scaling in newer versions of Windows or high resolution displays (greater than 1080p).

Update: Critical ININ Issue Resolved

David Currier

The recent client connectivity issues caused by Microsoft .Net patches have been some of the most serious I’ve seen in the time I have worked with CIC. Thankfully, they have also been fairly quick to resolve. Since the last post, we have received more information from Interactive Intelligence about what happened and a resolution.

4 Highlights of CIC 2016 R3

Gavin Waggoner

CIC 2016 R3 was released May 3, 2016. In this post, I’d like to highlight 4 new features I found interesting in this release.

Critical ININ Update

David Currier

We have received reports that the following Microsoft patches are causing connectivity issues with the .Net Client on Windows 7.

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.