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InGenius Configurability Provides a Unique Agent Experience

Not all contact centers are alike. As a customer relationship manager, I have the opportunity to meet with our customers and discuss what InGenius features their agents depend on the most when interacting with their clients. I continue to be amazed at how varied these answers can be. Each business and each contact center is…

The InGenius Grand Opening

InGenius has been growing since its start in 1996, and we recently celebrated the official unveiling of a new office space. Just around the corner from our previous offices, it isn't a big change geographically, but it does mean the whole team is now together in one consolidated space - a move we're all very…

Four Ways to Smash Down Silos and Boost Contact Center Performance

If the overall goal of a modern contact center is to provide the best possible experience for the customer, then dated silos need to go. Today, a contact center works best when information is shared openly between departments, and employees are able to collaborate and work more productively without limitations. Though silos may have served…

Add Users to the Salesforce Call Center

Once you have a Salesforce call center in place, you'll need to add your users to it. Adding users to a Salesforce Lightning call center is pretty standard stuff - it's covered in our product documentation and on the Salesforce website itself. I thought I'd toss it up here as well with some nice screenshots,…

Improving Inbound Contact Center Metrics

Salesforce recently released an infographic on Call Center Best Practices. Alongside their post on 6 things a rep should never say, it’s a great resource if you’re in charge of – or part of – an inbound contact center. One of the things the infographic highlights is what TechTarget describes as the 7 most important…

Creating Workflow Rules in Salesforce

If you want to automate a process based on the result of a call in your call center, we have a set of recommended instructions for you. We're using the example of automating task creation here, but you can use workflow rules to automate processes related to other Salesforce objects in the same way. In…

Reaching New Levels with Gamification

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have…

Say Goodbye to Hold Music and Hello to Service on Your Schedule with Contact Requests for Omni-Channel in Spring '19

Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015. This post will…

What's New with CTI for Microsoft

We've recently released new versions of InGenius Connector Enterprise, our computer telephony integration (CTI) solution, with some exciting new features and integrations for our Microsoft Dynamics 365 users. Read on for the lowdown on what's new. Integration with Unified Service Desk (USD) for Microsoft Dynamics 365 Unified Service Desk (USD) for Microsoft Dynamics 365 is…