Ever since I got my iPhone, I've wanted to use it as my phone for CIC and I'm not alone. This has been one of the most requested items from our customer's C-Suite. Unfortunately, there just isn't a great solution for this yet. This is because:

Interaction Mobilizer (slated to be released by the end of the year) is a software platform that enables contact centers to quickly deploy customer service applications on multiple mobile operating systems, devices, and even facebook. ININ has put together a high-level video that will give you an idea of what it can do.

Here’s the dilemma of every contact center manager and QA team:  you have 100 agents who take an average of 12 calls per hour and work 8 hours per day.  That means your call recording system is capturing 10,000 calls per day or 300,000 calls per month.  Out of that mountain of calls, you need to select 10 calls per agent per month to monitor.  From those monitoring sessions, you need to identify common customer problems that could be fixed operationally AND agents who need coaching to provide better service for those customers.  You know that you’re missing 99% of the potential locked up in those recordings – but what can you do?

In this video, you will learn step by step how to manage system system schedules in Interactive Intelligence's Interaction Center:

 

 

 

 

In this video, you will learn step by step how to create a shared station appearance in Interactive Intelligence's Interaction Center.

Domain accounts, website accounts, phone system accounts, and any other account that requires a user to log in to perform certain tasks or access secured data are vulnerable to attack and probably always will be. The reality is that if an attacker can authenticate as a valid user in a given system, the attacker can then do anything that the compromised user has permission to do in that system.

In just one and a half minutes, this video will teach you how to create a new user in Interactive Intelligence Customer Interaction Center 3.0.

Have you ever noticed that a phone system can often be identified by its default hold music? Well, Interaction Center is no exception... and that could be good or bad depending on whether or not you like the packaged music. Either way, you may want to change the system hold music for holidays, special occasions, or simply for variety. Here's how to do it:

I had the pleasure of listening to technology visionary Don Brown, M.D. (Founder and CEO of Interactive Intelligence) speak on the future of customer service at the Indiana Chapter of SOCAP International on September 22, 2011. Below are my takeaways from his presentation.

It’s back to school season! All around students and parents are buying schools supplies and backpacks, teachers are setting up classrooms, textbooks are being distributed and school buses are making their early morning run in your neighborhood. In honor of the “season,” we wanted to share some good back-to-school tips with all of you.