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.
Every day was packed with excellent speakers and interesting ININ presentations. Kicking off the conference, Matt Dixon shared “The Effortless Experience” (check out his book here). Later followed a thought-provoking keynote by tech mogul and Shark Tank member Robert Herjavec.
A couple of the fascinating ININ presentations included a demo of PureCloud Collaborate and Communicate and a discussion of Collaboration, Communication and Customer Engagement (C3) by Don Brown.
CIC Customization Favorites
As many of you know, CIC is a very feature rich platform out of the box, but it is also a platform that can be highly customized. Here are two of my customization favorites from sessions I attended:
Advanced Call Backs
CIC has the ability to provide a Call Back option for customers in queue- this functionality is First in First out by default. Call Back can be further customized to allow for a customer to be called back at a scheduled date and time, and with the addition of an optional software component called Interaction Web Tools, customization could be done to allow a customer to set up a Call Back from a website (Web Call Back). These types of customizations can further enhance the customer experience.
PCI compliance is an important consideration for many businesses. CIC offers a feature called Secure Pause, which would allow an agent to manually stop and start the recording of a call in the event a caller needed to provide an agent sensitive data (e.g., credit card info etc.). An optional software component called Secure Input IVR allows the caller to relay sensitive information via an IVR instead of speaking that information to the agent, eliminating the need for the agent to hear the number and process the credit transaction. This functionality can be further customized by allowing an integration into an existing CRM/POS system that might facilitate automatically initiating a Secure Input session based upon where they are within that particular CRM/POS session.
Overall, the conference and sessions were great and it was a blast to catch up with friends, colleagues, customers and coworkers. I'm already looking forward to Interactions 2016!
If you missed our daily Interactions 2015 updates and tips, check them out below:
Interactions 2015 Update...Plus How to Create Customer Queue Columns
Stand-Alone Phone Directory Tip and Day 2 Update of Interactions 2015
ACD Queue Transfers Tip and Day 3 Update of Interactions 2015