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…

Salesforce Call Center Tips: Manage your Screen Pops

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" - the automatic navigation to the lead or contact who is calling in. This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce Lightning screen - or - you might just…

How CTI Can Help Contact Centers Get the Most from Their Data

A look at how CTI can add value to your data and help you stay ahead of your competitors With the rise of digital transformation and the huge technological advancements that have occurred over the last decade, the relationship a business has with its customers is more intimate than ever and computer telephony integration (CTI)…

Ladies Learning Code - Ottawa Meetup

Canada Learning Code is a Canada-wide organization that believes digital skills are tools of empowerment. Through a network of volunteers and mentors in chapters across the country, they organize workshops to teach Canadians of all ages how to code. Canada Learning Code created programs that help target their workshops based on age, with Kids, Girls,…

InGenius Blended Agent – the Marriage of Omni-Channel and Open CTI

The contact center industry is changing. While phone continues to play an important role, customers have an increasing expectation that they’ll be able to contact a company through more than one channel. It’s predicted that the use of other channels besides voice, like messaging and social media, will grow from just 6% last year to…

Tips to Make Your Contact Center More Productive

If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. But…