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…

Recap: Genesys CX18

Last month we had the pleasure of exhibiting at CX18, a Genesys conference focused on how behavior and technology are transforming customer experience. It was our first year going, and I have to say it was quite the show! Right from day 1, our team was all smiles, ready and waiting for all the attendees…

Turn Your Logged Calls into Reporting Gold

Not only can computer telephony integration, or "CTI", improve customer satisfaction, increase productivity and reduce costs, it can actually influence many parts of your company. When you integrate calls into your CRM, you get lots of raw data to work with. You might be wondering, so what? Well, you can take that data and create…

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…