Customer Interaction Center | CPI's Interactive Intelligence Blog

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.

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.

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.

 

What Is In CIC 2016 R1?

David Currier

With its 5th release, the new CIC release model from ININ enters its second named year... and we are pleased. Sure, there will always be issues that we run into from time to time, but overall, the quality, consistency, and reliability of these releases and biweekly patches has been a significant improvement.


What is a Managed IP Phone?

Gavin Waggoner

Over the years, CPI has come across a number of scenarios where the discussion of CIC and Managed Phones has come up and what that functionality can do for a CIC administrator. In this blog, I’d like to take a closer look at just what a Managed Phone is and the benefits it can offer.

CIC 2015 - Why the New Release Model and Other Details

Gavin Waggoner

If you’re familiar with CIC and previous software releases (3.0 and 4.0), then you may be familiar with the fact that Interactive Intelligence has created a new distribution model for the product suite. It includes new naming, faster release cycles, and higher quality. CIC 4.0 SU 6 was the last release using the older model and CIC 2015 R1 is the first of the new releases. In this blog, I’d like to take a closer look at why the change came about, define some of the terminology, and mention some changes in the support policy.

 

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.

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.