In my last blog installment on telephony integrations the focus was on taking an inbound call, performing some sort of data dip into a backend system, then routing that call… read more →
Through the eyes of a typical contact centre, Ben Willmott at Teleopti takes a look at how empowering the latest Workforce Management technology can be There is a motto that… read more →
It was our pleasure to share Customer Contact Expo 2016 with you as the headline sponsor! With a little help from a DeLorean, we reimagined the future together and received… read more →
I’ve had the most miserable customer experience of my life this year. I purchased a washing machine manufactured by an iconic appliance company. It failed after seven weeks. In the… read more →
Over the course of my career here at Interactive Intelligence, probably the most common question I’ve been asked is “Can you integrate my phones with my <XYZ> CRM?” Luckily the… read more →
Earlier this year, Gartner, the research analyst firm, changed its Magic Quadrant evaluation category from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), highlighting an adjustment in what they view… read more →
The wait is finally over. We’re excited to announce the release of our PureCloud® web-based phone (utilizing WebRTC). Here at Interactive Intelligence we’ve been using it internally—and boy, it’s convenient.… read more →
Over the next few days, my experience is going to be very similar to others across the Salesforce community. It will be very busy and rushed as we prepare to… read more →
Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things from the customer’s perspective, to understand their issue and how… read more →
Starting a new term feels full of promise. Ben Willmott at Teleopti, considers how contact centers can match service to today’s new young consumers – tomorrow’s big spenders Young people… read more →