By: Dave Clark On: August 24, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Every now and then we, as a PureCloud partner, see customers run into server management snags that could be prevented. I’ve picked a handful of common scenarios to examine. Rule number 1. Manage manual maintenance switchovers monthly. Mmmmkay? PureConnect Switchover is a robust Active-Active redundant server strategy that over the […]

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By: David Currier On: January 23, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.

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By: Gavin Waggoner On: December 27, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

PureConnect 2018 R1 was released on October 31, 2017. In addition to other improvements, features were also added to Interaction Connect (the recommended PureConnect Client moving forward) and the internal Speech Recognition and Text To Speech components offered in PureConnect. In this post, I’ll focus specifically on Interaction Connect and Speech […]

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By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

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By: Dave Clark On: October 25, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 2

In the event that you have been hanging out in Antarctica for the last decade, SMS is popular. It’s so popular, my 89 year old grandma does it. In 2012, Forrester Research estimated that 6 BILLION text messages are sent per day in the US (A large number of those […]

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