By: Dave Clark On: September 19, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Support for Nuance Vocalizer 5.x (Text to Speech Engine) and Nuance Recognizer 9.x (Automated Speech Recognition) ended on the Genesys PureConnect (CIC) platform for Version 2018 R1 and newer. This comes with both good and bad news. First the bad news, Recognizer 9 licenses are not compatible with newer versions […]

Read more
By: David Currier On: August 22, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Missing reporting data can be frustrating and more importantly, business-impacting. If you use Genesys PureConnect, you have almost certainly experienced times where the system was temporarily unable to write to the reporting database... which results in reports that don't contain the expected data.

Read more
By: David Currier On: May 03, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Configuring web chat in PureConnect can seem a bit confusing, especially if you want queue-specific logic or messages. Fortunately, Genesys has a handy technical reference to help demystify the process.

Read more
By: Dave Clark On: March 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

There's an old adage about the person you know least well is the person inside of you. This can often apply to our internal communications systems as well. Occasionally it is good to pause and reflect on life, and figure out how we can improve the less than perfect areas and throw out the bad ones. With spring around the corner, I would like to share some cleanup ideas.

Read more
By: David Currier On: February 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Microsoft has announced that they will be retiring 3DES in Office365 as part of their push to migrate all online services to use TLS 1.2+ on February 28, 2019. This means that PureConnect (and legacy CIC) systems not running current versions/patches of the product will likely lose the ability to […]

Read more
By: Dave Whitfield On: January 08, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Ever find yourself lying awake at night pondering questions like these? How many comments on our corporate Facebook page have gone unaddressed this month? Who responds to our instant messages, and what is our average response time? How many tweets last year mentioned us versus our biggest competitor? In an age when your customers are spending more and more time on social media, the day is coming — or may have already arrived — when you can no longer afford to ignore those nagging questions. Your customers won’t let you, and neither will the competition.

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

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

Read more