Employees Choose InGenius

I recently had the honor of attending the 2018 Employees' Choice Awards presentation - as a member of a winning company! Hosted by the Ottawa Board of Trade and the Ottawa Business Journal, the Employees' Choice Awards recognize companies where people like to work, based on employee feedback. An anonymous, multi-question survey asked questions like:…

CTI for Omni-Channel Lightning

We're happy to share that InGenius Connector Enterprise now provides deep integration with Salesforce Omni-Channel in Lightning through InGenius blended agent. There are several components to that sentence, so let's break it down. Omni-Channel Omni-channel is a solution that integrates communication channels, like cases, chat and voice, breaking down the silos between them. For customers,…

Top Things to Consider When Choosing a CTI Solution

Computer telephony integration, or CTI, is technology that connects phones to computers and allows these systems to interact. Though the benefits of CTI can be powerful for your contact center, choosing the right solution for your business can be difficult unless you know exactly what you're looking for. Following is a list of questions that…

Salesforce Call Center Tips: Display Call Duration in Minutes

In this post, we showed you how to add call duration to a Salesforce Activity page. However, you might have been reading through it and thought - hey wait, Salesforce is only showing me call duration in seconds! That might work just fine for you and your organization, but some of our users will want…

Recap: Dreamforce 2018

The booths Dreamforce 2018 has come to an end and as always, what a show it was. From the Demo Jam to Dreamfest, to all our new features, this year was our busiest Dreamforce yet. We had a booth in the main expo hall, where our team was demoing InGenius Connector Enterprise. This year, we…

Salesforce Call Center Tips: Add Call Duration to your Activity Page

One of our users asked how to add the call duration field onto their activities page, and we thought it would be helpful for others too. To add the call duration field onto your Activities pages, you'll need to log into Salesforce as a Salesforce Administrator. In Salesforce Lightning, navigate to Setup.   Click on Object…

Four Familiar CTI Problems and How to Solve Them

Advice on how to improve CTI performance in your contact center Computer telephony integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too. After all, nothing is…

Roundtable Webinar: Technology That Drives Customer Centricity

On Tuesday September 25, InGenius will be participating in the Customer Contact week event CCW Online 2018: The Customer Experience. This 2‑day virtual event is focused on answering the question of what do your customers want, and how can you most effectively deliver what they want. Along with Doug Zimmerman from Calabrio, our InGenius Sales…

Dreamforce 2018 is Almost Here

If you're familiar with Salesforce, you might already know of their annual user conference, Dreamforce. This year, it will be in San Francisco from September 25-28, and this conference is big. Like 170,000 attendees big. And here at InGenius, it's our biggest show of the year, which means we have a lot to share with…