Chatbot Secret Sauce: Seamless Escalation to a Human

It seems one cannot pick up a newspaper or magazine in 2019 without seeing a headline related to artificial intelligence (AI). From important newspapers like The New York Times (From Agriculture to Art — the A.I. Wave Sweeps In) to business strategy magazines such as Harvard Business Review (Collaborative Intelligence: Humans and AI Are Joining…

Creating a New Era of Specialized Contact Center Agents

In an age of digital transformation, where technology has become so advanced that it's able to replace humans on numerous levels, there is much speculation over what the future holds for the contact center agent. The rise of artificial intelligence (AI) has demonstrated countless times that computers are not only able to replace humans, but…

Contact Center Acronyms: What They Mean & When to Use Them

A bite-sized breakdown of typical contact center terminology When you're working in a fast-paced contact center environment where time is precious, it makes sense to use a set of special words that are going to help speed up communication and keep productivity levels running high - but what are they? After all, it's all very…

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…