By: David Currier On: August 22, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Missing reporting data can be frustrating and more importantly, business-impacting. If you use Genesys PureConnect, you have almost certainly experienced times where the system was temporarily unable to write to the reporting database... which results in reports that don't contain the expected data.

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By: Kory Salem On: June 24, 2019 In: Genesys, Interactive Intelligence Comments: 0

If this is your first time hearing about Altocloud, it is a very compelling addition to the Genesys product offerings and as of June 5, it is available in PureCloud!

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By: David Currier On: May 03, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Configuring web chat in PureConnect can seem a bit confusing, especially if you want queue-specific logic or messages. Fortunately, Genesys has a handy technical reference to help demystify the process.

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By: Dave Clark On: March 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

There's an old adage about the person you know least well is the person inside of you. This can often apply to our internal communications systems as well. Occasionally it is good to pause and reflect on life, and figure out how we can improve the less than perfect areas and throw out the bad ones. With spring around the corner, I would like to share some cleanup ideas.

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By: David Currier On: February 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Microsoft has announced that they will be retiring 3DES in Office365 as part of their push to migrate all online services to use TLS 1.2+ on February 28, 2019. This means that PureConnect (and legacy CIC) systems not running current versions/patches of the product will likely lose the ability to […]

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By: Dave Whitfield On: January 08, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Ever find yourself lying awake at night pondering questions like these? How many comments on our corporate Facebook page have gone unaddressed this month? Who responds to our instant messages, and what is our average response time? How many tweets last year mentioned us versus our biggest competitor? In an age when your customers are spending more and more time on social media, the day is coming — or may have already arrived — when you can no longer afford to ignore those nagging questions. Your customers won’t let you, and neither will the competition.

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By: David Currier On: December 05, 2018 In: Contact Center, Genesys, Interactive Intelligence Comments: 0

The need to communicate with each other has always been a critical part of the human experience. We communicate face-to-face with words, gestures, posture, and facial expressions. But as technology has progressed, we have found the need to communicate across greater distances in less time with greater efficiency. Success in […]

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

As the prominence of cloud technology has exploded over the past few years, I have seen a trend in companies struggling with this topic. Since the term “cloud” has become such a buzzword, the internet has been flooded with messaging and information generated by sales and marketing efforts. While that information is valuable and even sometimes enlightening, it is also slanted towards selling a cloud service. In this blog, I want to look at the realities of the top 3 factors you should consider when making a decision about a cloud phone system.

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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