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The Top Benefits of On-Premise CTI

A look at when on-premise CTI solutions are the best option On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses. Below are some of the top scenarios where on-premise CTI is the most relevant solution. Control of Data For companies…

Dreamforce 2019

Dreamforce 2019, the annual Salesforce conference, is almost upon us! Always held in San Francisco, this year the conference will be from November 19-22. Our Upland InGenius team is hard at work to make this year's show our best one yet. Here's what we'll be up to: The booth You'll find us in the Campground…

The State of Service with the Fourth Industrial Revolution

The fourth industrial revolution that's happening now, where disruptive technology is changing the way we work, is also changing service. With the ever-gaining popularity of tech like artificial intelligence (AI) and the prevalence of connectivity everywhere, the standards for customer service are changing. There are more avenues than ever to connect with a company, with…

Making the Most of Data for Sales Teams

In today's sales landscape, it's no longer enough to just be confident in your product and its features. Consumers are looking for a more connected, more personal experience - even in the B2B space. For sales leaders, this means building teams and processes that can focus on the customer journey, instead of one-off transactions. For…

Salesforce Call Centers

This post is going to give you some information about the Salesforce call center: what does it do and why might your business want it? First and foremost though, what is a call center? The Salesforce call center is basically a softphone within Salesforce. It typically appears on the left-hand side of the Salesforce window, like…

Top Tips for Improving Outbound Contact Center Metrics

Improving performance and boosting efficiency are top priorities when looking at outbound contact center metrics, but what steps can be taken to ensure this happens? Outbound contact centers are an asset for any business and can help improve sales percentages, brand awareness and overall profits. However, this is only possible if agents are working productively…

Successfully Managing Organizational Change

In order for organizations to continue to move forward and grow, change is inevitable. Whether your organization has already made the decision to implement a solution or is still investigating the various options, one thing is for certain. There will be organizational change. There are 2 types of change: technology change, which involves implementing new…

Demystifying CTI: A Glossary of Basic Terms for Newbies

A starting look at some popular industry terms surrounding computer telephony integration If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Though some are fairly self-explanatory,…

8 Effective Ways to Motivate Your Customer Service Team

Source: Pexels You had the perfect customer service team. Hard workers - cheerful, engaged, and hauling in gushing five-star reviews and covetable revenue. But in horror, you watched the staggering statistics unfold before your eyes. Valued members of your team revealed themselves as part of the 50% of employed Americans actively looking for a new…