Customer Interaction Center | CPI's Interactive Intelligence Blog

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.

 

 

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.

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.  

Simple Solution for Direct Inward Dial Reporting

David Currier

The Customer Interaction Center (CIC) from Interactive Intelligence has many amazing features and capabilities… but has always been a bit limited when it comes to managing phone numbers and their assignments throughout the system.

How to Dual Register Your Polycom Phone with a Development CIC System

David Currier

Developing and testing of new call flows often involves placing or answering calls in a development CIC environment. While it is definitely possible to have more than one phone on your desk, why not configure one phone to register with both your production and development systems?

Exceed Your 2015 Workforce Management Goals with these Interactive Intelligence Tools

By now most companies have either confirmed or are in the process of creating their budgets for the 2015 calendar year. For call centers, the Workforce Management team is a critical part of gathering and forecasting information to meet short-term and long-term goals.

Interaction Optimizer and Interaction Decisions are the perfect tools for your Workforce Management team to get your company meeting or even exceeding those call center goals.

Changes to Interactive Intelligence's CIC Release Model

David Currier

If you attended Interactions 2014, you may have heard that changes are coming to the way Interactive Intelligence (ININ) releases software updates for their flagship product: the Customer Interaction Center (CIC).