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. 1. Interaction Connect ININ’s new browser-based interaction manager offers call control functionality, chat features, and status management along with directories with contact and status information. Interaction Connect is run from […]

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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 […]

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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 […]

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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 […]

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By: Gavin Waggoner On: August 05, 2015 In: Interactive Intelligence Comments: 0

Speech analytics is a powerful tool that can be used to improve efficiency, customer experience and ultimately drive revenue. Knowing that your agents are handling customer interactions in the best possible way will make a measurable impact in your center. In this blog, I’d like to review Interaction Analyzer and […]

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By: Gavin Waggoner On: June 25, 2015 In: Interactive Intelligence Comments: 0

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. Every day was packed with excellent speakers and interesting ININ presentations. Kicking off the conference, Matt […]

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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. 1. Interaction Desktop General Availability There is a new Interaction Client for 2015 R3 called Interaction Desktop. It includes all of the functionality of the […]

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By: Gavin Waggoner On: April 13, 2015 In: Interactive Intelligence Comments: 0

I have enjoyed learning more about the new features of CIC 2015 R2 since its release on February 10, 2015. Whether or not you have had time to scope out these new changes, I thought you might like reading an overview of the features. Here are a few highlights of my favorite 8 new […]

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