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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…

Four Familiar CTI Problems and How to Solve Them

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…

Roundtable Webinar: Technology That Drives Customer Centricity

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…

Dreamforce 2018 is Almost Here

If you're familiar with Salesforce, you might already know of their annual user conference, Dreamforce. This year, it will be in San Francisco from September 25-28, and this conference is big. Like 170,000 attendees big. And here at InGenius, it's our biggest show of the year, which means we have a lot to share with…

Salesforce Call Center Tips: Manage your Screen Pops

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" or "call 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 -…

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,…