02
Jul
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By: Dave Clark On: July 02, 2018 In: Genesys, Interactive Intelligence Comments: 0

When I was growing up, our small town newspaper frequently ran an ad for the local chiropractor. In the ad, a pensive, doctor-ish, looking man with his hand on his chin pondered the question, “Did you know that every move you make depends on your back (or spine)?” If you’ve […]

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10
May
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By: Kory Salem On: May 10, 2018 In: Genesys, Interactive Intelligence Comments: 0

Last week, Genesys held the CX18 Conference at the spectacular Gaylord Resort in Nashville, TN. It was a terrific event with tons to learn and see. There were three discoveries in particular that stood out to me as very impactful. Even better, all three of these will be coming to […]

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03
Apr
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By: David Currier On: April 03, 2018 In: Genesys, Interactive Intelligence Comments: 0

Now that the dust is settling from the Genesys acquisition of Interactive Intelligence, online resources are being consolidated, unified, and brought under the Genesys umbrella. Here are seven online resources provided by Genesys that you should be taking advantage of: 1. Genesys Knowledge Network This is the most recent addition […]

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23
Jan
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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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27
Dec
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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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21
Nov
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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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26
Oct
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By: Kory Salem On: October 26, 2017 In: Genesys, Interactive Intelligence Comments: 0

I was recently on a call with a potential customer. After a long conversation and product demonstration, his last question was “Why should I buy from you guys when I can buy direct from the manufacturer?” It struck me that there really is an important distinction between the customer experience working with a large manufacturer versus a partner reseller.

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25
Oct
2
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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23
Oct
0

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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20
Oct
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By: Kory Salem On: October 20, 2017 In: Interactive Intelligence, Pure Cloud Comments: 0

I’m sure this reference is going to date me, but as I typed that title I couldn’t help but picture Steve Martin in the movie The Jerk jumping up and down yelling “The new phone book’s here! The new phone book’s here! ” At first blush, hunt groups may sound […]

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