Customer Success Management from the Trenches

For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches, a community launched by ClientSuccess. CSM from the Trenches is a community where CSMs can learn from one another and it provides content on what it's really like to be…

A Win for InGenius at the West Ottawa Business Excellence Awards

We're super pumped that InGenius won the Tech Award in this year's West Ottawa Business Excellence Awards! As new members of the West Ottawa Board of Trade, which is the chamber of commerce for West Ottawa communities, we're happy to be getting off to a great start. We were up against some serious competition and…

InGenius Workflow Integrations

One of the things that's important to us here at InGenius is that our computer telephony integration (CTI) solution works in a way that's right for you. That's why InGenius Connector Enterprise is highly configurable, right out-of-the-box. Our standard options let you set your own speed dials and pick the search criteria for inbound and…

From the Sales Desk: My Lightning Experience

Change is hard. Yes, we've heard the same thing over and over in different ways: Try something new, reach beyond your comfort zone, take risks and you will be richer for the experience. We all know it's true, but still, change is hard. At work, I live and breathe in Salesforce. My CRM is the…

Improve CSAT with Omni-Channel

If you've ever had to contact a company for support, you know that customer service is important. But did you know that a whopping 96% of people say that customer service plays a role in their choice of, and loyalty to, a brand? Or that 56% have stopped doing business with a company because of…

The Canadian Football League and InGenius

In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion. If you’re familiar with Canadian football’s older American cousin, you’re not far off. The CFL field is about 10 yards longer, length and…

Build vs. Buy CTI: Future-Proofing your Investment

When you’re thinking about making a software purchase, there’s a question that will often arise – should I just make this myself? If you're looking at a simple project and there are viable solutions for sale, the risks and costs of you not exactly replicating these solutions are minimal. What’s the worst that could happen…

Keep Your Best Contact Center Talent Engaged and Efficient through Tech

It’s no surprise that businesses are starting to realize the largely untapped potential of their employee base. Staffing is one of the largest costs to organizations, but it also represents an opportunity to serve as one of the biggest competitive advantages. Ongoing Gallup data on employee engagement shows that organizations with highly engaged workforces deliver 147% higher…

Not Just CTI, Digital Transformation

Beyond the Screen-pop to Modern Customer Experience. Customer interactions with businesses are undergoing a digital transformation. To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience. Today, when a customer needs service, they typically try three to four self-service channels before contacting support…