My previous post on this topic focused on the ability to queue Social Media posts into the contact center. This post will focus on providing a mobile application for your customers to contact you. The world of apps is growing everyday. Most companies have the need or the desire to...
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About: Mike Kasal
I'm a Sales Engineer with Avtex, focusing on Contact Center solutions that bring our customers closer to their customers.
Recent Posts by Mike Kasal
Social Media in the Contact Center-part 1
Posted in Contact Center, Customer Experience, Innovation, Mobile, User Experience by Mike Kasal on | No comments
Social Media in the contact center can be looked at in a few different ways; for this post I will be focusing on what can be done in the Contact Center (using Interactive Intelligence), and an integration to social media sources to queue tweets, Facebook posts and more. Part two...
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Concurrent vs Named Users in a Hosted Contact Center
One of the main advantages of having a hosted contact center solution from Interactive Intelligence (known as CaaS) is the flexibility and ability to size up and down very quickly. How you grow and how you staff your organization will determine how you license your solution. The differences in a...
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DR or BC…that is the question
There are a lot of buzz words flying around in every company, some of the most common these days are Disaster Recovery or Business Continuity. These terms are often used to mean the same thing, but in my opinion they are very different. Most companies we meet with are looking...
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CIC 4.0 Permissions
Permissions in the latest release of Customer Interaction Center version 4.0 brings major enhancements to the administration interface, specifically around how permissions are granted. As a former system administrator I would argue this is the best improvement we have seen in years…and it is a hidden advantage. Security and permissions...
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