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).

Interactive Intelligence CIC 4.0 Reporting Caveats

David Currier

One of the things you may have been looking forward to in CIC 4.0 is new reports. If not, you should be – they’re great! Interaction Reporter includes several categories of new reports built on the ActiveReports engine. Combined with more granular and accurate reporting data, they provide easier access to more information. Sure, you can still write custom reports to display anything you want… but why re-invent the wheel if the data you need is already there?

Interactive Intelligence Marketplace - Useful accessories for your CIC system

Ruth Lochary

It has been shopping season at our house….Back to School Shopping just finished. It seems that my 13-year old son is always in need of a larger pair of shoes….and, of course, there are the almost daily trips to the grocery store for more milk. We all do lots of shopping in our lives. But…I’ll bet you’ve never thought about shopping for “accessories” for your CIC system. Did you know that there is a place for you to do exactly that?

3 More Lessons from Interactive Intelligence CIC 4.0 Upgrades - Dialer Edition

Ruth Lochary

Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you as you plan and prepare for your 4.0 upgrade.

Interactive Intelligence 4.0 - 3 Ways to Avoid Test Anxiety during your Upgrade

Ruth Lochary

My mom went back to college after I graduated from college. She loves to learn and she studied hard. However, when it came time to take tests, she froze up – she had a major case of test anxiety. She struggled to communicate what she knew in a testing format. Fortunately, she had a professor who recognized that she was studying hard. He administered one of her exams by sitting and talking to her. Asked to discuss the various essay questions, she quickly demonstrated that she knew the material cold. In that format, she aced the test. 

Recently, I’ve been watching our customers get ready for their 4.0 upgrades.

Interactive Intelligence Features, Fireworks and Planning for Success

David Currier

Do you love fireworks? I certainly do! This Independence Day weekend, I had a chance to make things blow up – and that always makes me happy! 

Looking through the pictures this morning, I realized that our fun had excellent parallels to decisions you may be facing in your contact center.

My Top 5 "Can't Miss" Sessions at Interactions 2014

Ruth Lochary

In less than 3 weeks, Interactions 2014 begins! This is the Interactive Intelligence global conference that brings together customers, partners, analysts and the Interactive team for several days of learning, discussion and some fun. If you haven't signed up yet, there's still time - click here!