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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By: David Currier On: April 15, 2014 In: Interactive Intelligence Comments: 0
By: David Currier On: April 01, 2014 In: Interactive Intelligence Comments: 0

Have you ever wanted to know what your customers are thinking? Hold onto your seats! CPI has developed an add-on to the Interactive Intelligence Customer Interaction Center platform called Interaction Intent. This new technology will help your organization provide unparalleled customer service. Interaction Intent leverages the power of the Interaction […]

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By: David Currier On: April 19, 2012 In: Contact Center Comments: 0
By: David Currier On: October 22, 2011 In: Contact Center Comments: 0

In many cases, the first thing a customer hears when calling into your phone system is a recorded prompt – perhaps something like “Thank you for calling XYZ! For sales, press 1. For support, press 2.” This relatively simple prompt creates a first impression of your organization that may be […]

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By: David Currier On: October 17, 2011 In: Contact Center Comments: 0

Something important crashes to the floor from the desk in the rush to get to your phone for the executive conference call you were supposed to join three minutes ago. After looking up the number and quickly punching it into the handset, you hear “bee-Bee-BEE. Your call cannot be completed […]

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By: David Currier On: August 10, 2011 In: Contact Center Comments: 0

A quick Google search for call troubleshooting tips returns a few possible first steps: Everything is true, look for what isn’t Keep an open mind Maintain complete objectivity] Trust your data But my favorite is “Assume nothing.” Today, my wife called me on my cell phone just as I was […]

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By: David Currier On: April 12, 2011 In: Interactive Intelligence Comments: 0