By: Kory Salem On: October 31, 2018 In: Avaya, Genesys, Interactive Intelligence Comments: 0
By: David Currier On: September 28, 2018 In: Genesys, Interactive Intelligence Comments: 0

Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.

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By: Dave Clark On: August 24, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0
By: Dave Whitfield On: July 17, 2018 In: Genesys, Interactive Intelligence Comments: 0

Have you ever felt abandoned? Maybe as a small child you lost sight for a little while of the adult you were with, and you really thought you were on your own. Or maybe later in life, you lost touch with a close friend who moved away, and you wondered if you’d ever hear from them again. Or maybe just yesterday, or last week, a company you’ve done business with for years treated you as if you’re expendable.

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By: Dave Clark On: July 02, 2018 In: Genesys, Interactive Intelligence Comments: 0
By: Kory Salem On: May 10, 2018 In: Genesys, Interactive Intelligence Comments: 0
By: David Currier On: April 03, 2018 In: Genesys, Interactive Intelligence Comments: 0
By: David Currier On: January 23, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.

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By: Gavin Waggoner On: December 27, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0
By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

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