By: David Currier On: June 18, 2015 In: Interactive Intelligence, Pure Cloud Comments: 0

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. PureCloud I’ll be blunt – when I first started using early versions of PureCloud, […]

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By: David Currier On: June 10, 2015 In: Interactive Intelligence Comments: 0

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. Customer Experience Tools An interesting tool that was mentioned is the Gunning Fog Index which analyzes written text and scores how “readable” […]

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If you’ve seen our client and supervisor training videos for CIC 3.0, you might be wondering where the new videos are for the current CIC release. We actually have a good portion of the scripts written, but recently decided to change our approach to recording and releasing them. For the […]

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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. It is easy to assign and route phone numbers to CIC objects such as Attendant profiles, […]

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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? Note: these instructions assume […]

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By: David Currier On: December 17, 2014 In: Interactive Intelligence Comments: 0

If you’ve ever experienced a call center upgrade, you will certainly appreciate the humor of our very own  “‘Twas the Night of the Upgrade” (brought to you by David Clark, David Currier and Ruth Lochary). Our apologies to Clement C. Moore. ‘Twas the Night of the Upgrade when all through the […]

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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). ININ has been trying to balance two conflicting challenges: Respond rapidly to market demands for new features. Accomplish the first […]

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By: David Currier On: September 30, 2014 In: Customer Interaction Center, Interactive Intelligence Comments: 0

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 […]

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By: David Currier On: July 08, 2014 In: Interactive Intelligence Comments: 0

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. […]

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By: David Currier On: May 29, 2014 In: Interactive Intelligence Comments: 0

Did you know that you can help shape the future of Interactive Intelligence products? I imagine if each of us took a couple minutes, we could come up with a list of suggestions for several companies whose products and services we use. But it’s not often that we have the […]

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