/ Resources / Blog / Page 3

Reaching New Levels with Gamification

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have…

Say Goodbye to Hold Music and Hello to Service on Your Schedule with Contact Requests for Omni-Channel in Spring '19

Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015. This post will…

What's New with CTI for Microsoft

We've recently released new versions of InGenius Connector Enterprise, our computer telephony integration (CTI) solution, with some exciting new features and integrations for our Microsoft Dynamics 365 users. Read on for the lowdown on what's new. Integration with Unified Service Desk (USD) for Microsoft Dynamics 365 Unified Service Desk (USD) for Microsoft Dynamics 365 is…

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 in Salesforce 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…