By: David Currier On: August 22, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Missing reporting data can be frustrating and more importantly, business-impacting. If you use Genesys PureConnect, you have almost certainly experienced times where the system was temporarily unable to write to the reporting database... which results in reports that don't contain the expected data.

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By: David Currier On: May 03, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Configuring web chat in PureConnect can seem a bit confusing, especially if you want queue-specific logic or messages. Fortunately, Genesys has a handy technical reference to help demystify the process.

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By: David Currier On: February 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Microsoft has announced that they will be retiring 3DES in Office365 as part of their push to migrate all online services to use TLS 1.2+ on February 28, 2019. This means that PureConnect (and legacy CIC) systems not running current versions/patches of the product will likely lose the ability to […]

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By: David Currier On: December 05, 2018 In: Contact Center, Genesys, Interactive Intelligence Comments: 0

The need to communicate with each other has always been a critical part of the human experience. We communicate face-to-face with words, gestures, posture, and facial expressions. But as technology has progressed, we have found the need to communicate across greater distances in less time with greater efficiency. Success in […]

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By: David Currier On: September 28, 2018 In: Genesys, Interactive Intelligence Comments: 0

Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.

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By: David Currier On: April 03, 2018 In: Genesys, Interactive Intelligence Comments: 0
By: David Currier On: January 23, 2018 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.

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By: David Currier On: November 21, 2017 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.

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