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…
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:…
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,…
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…
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…
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…
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…
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…
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…