By: Kory Salem On: March 02, 2017 In: Interactive Intelligence Comments: 0

If you want to preserve system performance and avoid possible service interruptions, maintaining a healthy reporting database is critical. For larger companies with dedicated SQL database administrators, this comes as no surprise. However, smaller companies often overlook SQL maintenance until the database begins to have problems responding. The telltale sign […]

Read more
By: Colin Doggett On: February 24, 2017 In: Contact Center Comments: 0

Do you ever feel that shopping Contact Center technologies is like walking into an ice cream shop? For most, the answer is yes. There are many flavors of Chat, CRM and Enterprise Phone Systems that make choosing what to use an ever-growing challenge. Do you use Gartner, Peer Review, RFP […]

Read more
By: Kory Salem On: February 15, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

I recently stumbled on a very handy feature tucked away in the PureCloud Document Workspace. You can upload and share files (even large ones) with other PureCloud users OR with people not even using PureCloud! For the technically inclined, there are many different online tools to share files. I have […]

Read more
By: Christy Green On: February 09, 2017 In: Contact Center Comments: 0

Recently, I contacted a company (within the contact center industry) because I needed additional information on one of their solutions. After multiple attempts to connect with them via email, phone and chat, I still don’t have my questions answered. In theory, the company did a lot of the “right” things to […]

Read more
By: Gavin Waggoner On: February 01, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

Genesys completed the acquisition of Interactive Intelligence (ININ) on Dececember 1, 2016. Since the acquisition announcement at the end of August 2016, both teams have been busy analyzing and comparing both of the companies various platforms with the idea that a simplification and rebranding of the platforms would be good […]

Read more
By: Lanette Thurman On: January 26, 2017 In: Contact Center Comments: 0
By: David Currier On: January 19, 2017 In: Interactive Intelligence Comments: 0
By: Chris Dellen On: January 11, 2017 In: CPI Comments: 0
By: Christy Green On: December 28, 2016 In: Contact Center Comments: 0

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong! It doesn’t matter how state of the art, […]

Read more
By: David Currier On: December 20, 2016 In: Interactive Intelligence Comments: 0

Recently, we’ve had some requests to modify the base CIC/PureCloud functionality to add voice messages to callback requests. If not already available at the time of this writing, we expect this feature to be added to PureCloud soon… so not an issue. In CIC, however, the callback request form that […]

Read more