Beyond the Screen-pop to Modern Customer Experience. Customer interactions with businesses are undergoing a digital transformation. To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience. Today, when a customer needs service, they typically try three to four self-service channels before contacting support…
Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS... it can be overwhelming! However there's another acronym that can help you get these metrics into top shape - CTI. Computer telephony integration, or CTI, helps trim precious seconds off each call and improves the customer experience to ensure your call center…
The needs of today's customers are complicated. For a business to thrive, meeting these needs, and doing it at a level satisfactory to the customer, is critical. However, businesses often wither by using outdated tools and processes that make servicing customers skillfully more difficult than it has to be. A rocky customer experience has a big impact…
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…