If you’ve been paying attention to what’s happening in the world of PureConnect, you might have noticed a move toward “webifying” the platform. While one can argue whether “webify/webification” is actually a word, the concept revolves around taking existing content and associated file extensions/formats and making them usable and capable […]

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By: Gavin Waggoner On: August 02, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

In previous blogs, I’ve mentioned PureCloud for PureConnect features and functionality as they’ve come out by PureConnect release. In this blog post, I’ll take a closer look at this exciting capability for PureConnect in one blog. PureCloud for PureConnect is continually evolving and enables PureConnect customers to take advantage of […]

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By: Gavin Waggoner On: June 05, 2017 In: Interactive Intelligence Comments: 0

PureConnect 2017 R3 was released May 2, 2017. This release includes features specifically aimed at customer engagement improvements as well as the agent experience in a web browser. Interaction Connect contains enough improvements for a dedicated discussion, so in this blog I will focus specifically on those improvements.

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By: Gavin Waggoner On: April 13, 2017 In: Interactive Intelligence Comments: 0
By: Gavin Waggoner On: February 01, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

Genesys completed the acquisition of Interactive Intelligence (ININ) on Dececember 1, 2016. Since the acquisition announcement at the end of August 2016, both teams have been busy analyzing and comparing both of the companies various platforms with the idea that a simplification and rebranding of the platforms would be good […]

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By: Gavin Waggoner On: December 08, 2016 In: Interactive Intelligence Comments: 0

CIC 2017 R1 was released November 1, 2016! This release includes some cool new features, and today I’d like to share several of the highlights with you. IPv6 Support CIC 2017 R1 now supports IPv6 which is a requirement for Joint Interoperability Test Command (JITC) certification. According to http://jitc.fhu.disa.mil/index.aspx,  JITC […]

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By: Gavin Waggoner On: August 23, 2016 In: Interactive Intelligence Comments: 0

CIC 2016 R4 was released August 9, 2016. In this post, I’d like to highlight a few new features I found interesting in this release. PureCloud for CIC Integration (phases 2 and 3) Building on the features available in PureCloud for CIC Phase 1, Phases 2 and 3 include: A PureCloud […]

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By: Gavin Waggoner On: July 14, 2016 In: Interactive Intelligence Comments: 0

One of the sessions I attended at Interactions 2016 was on the topic of PureCloud and Co-Browsing. In this blog, I’d like to share some the interesting points that came out of that session. First of all, what is co-browsing? Co-browsing is short for Collaborative Browsing- as you might guess, it […]

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By: Gavin Waggoner On: May 13, 2016 In: Interactive Intelligence Comments: 0

CIC 2016 R3 was released May 3, 2016. In this post, I’d like to highlight 4 new features I found interesting in this release. PureCloud for CIC Integration (Phase 1) Phase 1 of the PureCloud for CIC Integration will enable CIC users to take advantage of the collaborative features available in PureCloud […]

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By: Gavin Waggoner On: April 28, 2016 In: Interactive Intelligence Comments: 0

In my last blog post, I introduced the backbone of PureCloud, Amazon Web Services (AWS), which included some background along with a few of the benefits of using the AWS backbone. In this post, I’d like to take a closer look at the PureCloud microservices architecture, which reside in the AWS […]

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