In CIC 2015 R3, ININ officially released the Interaction Desktop, the replacement for the Interaction Client .Net Edition. But don’t be frightened by the name (or icon) change. It’s basically just the Interaction Client rolled into a parent application similar to IC Business Manager. In fact, the supervisor views in […]

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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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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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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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Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you […]

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By: The CPI Team On: February 05, 2014 In: Customer Interaction Center, Interactive Intelligence Comments: 0

Make 2014 the year you move to Four.0 – Here’s why. It’s the time of the year when we begin to look ahead. In my last blog post, I began laying out the Top 10 things you can look forward to in Customer Interaction Center (CIC) release Four.0. I got […]

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