The InGenius team was very excited to announce a brand new integration for ServiceNow CSM this month. ServiceNow is an easy-to-use service management solution that allows contact center agents to proactively identify and remedy issues on a service health dashboard. With InGenius built right into the ServiceNow window, users gain the clean user interface and flagship…
Nobody really knows what the future holds. Meteorologists’ reports are constantly at odds with what we can see outside our windows, the horoscope section of the newspaper is generally more fiction than fact, and while crystal balls might be a bold move in terms of interior decoration, they probably won’t tell you anything substantive about…
On May 16, InGenius is hosting a live webinar on Innovating with Omni-Channel to Improve the Customer Experience. With customer expectations rising, organizations have to find new ways to improve their service and support. Many companies are turning to an omni-channel approach: providing service in the customer's channel of choice, while connecting consistent brand messaging…
Access to information is the most important aspect of a customer relationship management (CRM) system. It helps your company track and assess success metrics, and pain points. CRM information can gauge the progress of employees by capturing and comparing the performance, speed and schedule of call center agents. To make improvements to the return on…
There have been a lot of articles about Avaya lately and I, like many others out there it seems, feel positive about the future of Avaya telephony. To get some background on the lastest Avaya news, two posts that I recommend are Jon Arnold's Avaya ENGAGE - Loud on Cloud and the Bright Side of Chapter…
This month’s issue of Contact Center Pipeline features a Solutions Q&A with InGenius. This interview takes an exclusive look at what InGenius does best, by using existing phone systems and CRMs to improve agent productivity and maximize the value of computer telephony integration. This article goes behind the scenes with Kari Simpson, our Vice President of Product…
With today’s proliferation of brand choices, no matter what industry you serve, it’s safe to say that competition is fierce. Most of us have read reports and articles asserting that acquiring new clients is anywhere from 5 to 8 times more expensive than retaining existing ones. Having the tools and information required to provide exceptional…
With Major League Baseball spring training on the horizon, many people might be ready to forget about football and start thinking about the upcoming baseball season. Not so, here at InGenius, where we’re still reeling from this year's thrilling, record-breaking, Super Bowl LI match-up. As the Patriots and the Falcons challenged each other on the…
As long time fans of Contact Center Pipeline, an instructional journal focused on the specific needs and challenges of the contact center, we thought it was about time we introduced ourselves to its readers. This month's issue features a sponsor spotlight on InGenius by our Vice President of Product Management and Marketing, Kari Simpson. The…