The Interactive Intelligence Customer Interaction Center (CIC) platform has always been recognized for its robust and revolutionary design for failover. In a nutshell, the environment is installed with a Primary CIC server and a mirrored Secondary CIC server. When configured in this failover scenario, the Secondary server constantly monitors the “heartbeat” of the Primary. If test [...]
If you are in the market for a VoIP telephony phone system you might have heard about a system called an i3 phone system. This is basically slang for Interactive Intelligence Inc (get it? I3?) and has been used synonymously with Interactive’s Customer Interaction Center (CIC) telephony platform. The term i3 phone system should not be [...]
By now you should know that a VoIP Network Assessment is absolutely mandatory prior to implementing a voice solution in your customer’s enterprise. So I’ll save all the soapbox comments on that subject and ask that you look back in previous posts if you’re still not convinced. What I’d like to focus on in this post [...]
The term VoIP Network Assessment is often used synonomously with QoS testing and validation. When companies make the right decision to perform a VoIP Network Assessment prior to implementing an IP based telephony system like Interactive Intelligence’s CIC platform, they often assume the the assessment will focus primarily on whether or not QoS is configured properly throughout [...]
Service Update (SU) 10 for Customer Interaction Center (CIC) version 3.0 was released last month and so far preliminary indications are positive on it’s stability. Several partners are reporting smooth running systems after the installation of the new update. A post on CPI’s blog for instance states they have installed on 5 different systems with no [...]
Platform updates for the Interactive Intelligence (ININ) suite of products are handled in the form of Service Updates (SU). These SU’s are included with a standard Maintenance contract at no additional charge. Historically, a new SU is a released about once a month. Typically all of the latest fixes and any new features available prior [...]
Interactive Intelligence Partner Conference 2010 I had the privilege to be able to attend Interactive Intelligence’s (ININ) Partner Conference this year. It was hosted in San Antonio, TX from 10/11 through 10/13. It was phenomenal. I’ve attended the last several in a row but I can’t remember any that was so well attended and steeped [...]
IP Phone Replacement Device Honored with a “Reader’s Trust” 2010 Best Products and Services Award in the Category of Voice over IP INDIANAPOLIS, Jul 22, 2010 (BUSINESS WIRE) — Network Products Guide, an online information technology research and advisory guide, has named the Interaction SIP Station(TM) by Interactive Intelligence a winner of its “Reader’s Trust” [...]
A few weeks back we put out a posting regarding the coolness factor of using the iPad to log into the Interaction Center Web Client. You can see that posting HERE. To recap, we did some very high level and unscientific test but determined that using the iPad as a more mobile client in the [...]
An issue I used to see frequently when engaged in Interactive Intelligence installs in contact centers was the lack of planning for using existing headsets. Even though most Statement of Work documents we produced had notes reminding customers of the compatibility check, there was invariably an install every couple of months or so where the cut [...]
