InGenius

JULY 16, 2018

We at InGenius find that on average, companies see a decrease in 1 minute per call, just from screen pop, click-to-dial, screen transfer and automated call logging: How can these features save time? The four time savers mentioned above are the most commonly recognized features of CTI, and a key part of InGenius Connector Enterprise.

Contact Center 149

Contact Center Call Logging CRM Enterprise 149

ClientSuccess

APRIL 4, 2018

Company : InGenius Software. The post CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius appeared first on ClientSuccess. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. Location : Ottawa, Canada.

Management 40

Management Customer advocacy Best practices SaaS 40

InGenius

APRIL 14, 2020

Upland InGenius gives agents the ability to make and receive calls by creating what is essentially an extension of the phone inside the same browser pane as their CRM. By implementing both InGenius and RightAnswers you will be equipping your agents with the tools they need to address customer calls faster and with more confidence.

Contact Center 62

Contact Center CRM Call Logging Call Center 62

InGenius

MARCH 13, 2019

InGenius Connector Enterprise for Salesforce enables this seamless and efficient agent workflow. Say goodbye to hold music and hello to a great customer experience with InGenius and Salesforce Omni-Channel in Spring '19! Most importantly, the agent has the entire bot chat transcript history in front of them.

APIs 90

APIs Chatbots Enterprise Contact Center 90

InGenius

JULY 26, 2019

well, right here, InGenius Software was created to meet an industry gap for computer telephony integration, also known as CTI. They work hard to solve issues that arise and make InGenius Connector Enterprise a powerful product. Much like Luke Skywalker doing lightsaber training, the InGenius developers have put in some intense effort.

Engineering 48

Engineering Enterprise Contact Center Sales 48

InGenius

SEPTEMBER 12, 2019

Working in Customer Success, I know that introducing a new computer telephony integration (CTI) application like InGenius Connector Enterprise is no different. As wonderful as InGenius Connector Enterprise is, simply deploying our solution into a contact center environment will not suddenly create value. Need a little extra assistance?

Management 48

Management Enterprise Contact Center Feedback 48

InGenius

MARCH 28, 2019

Firma Foreign Exchange, an InGenius customer, has a great case study to prove this. Using InGenius workflow integrations, call activity is tracked and brought into a Salesforce points dashboard, which rewards employees for calls and gives extra points for using the preferred processes. Ongoing accomplishment.

Gamification 91

Gamification Sales Management 91

InGenius

DECEMBER 19, 2019

Upland made multiple acquisitions in 2019, including the team here at InGenius, giving us a leg up to herald in the new decade for even greater success. In October, Upland announced the acquisition of InGenius and the introduction of the new Contact Center Productivity solution suite. Upland InGenius: Center stage at Dreamforce.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

InGenius

JANUARY 29, 2018

How does Salesforce Omni-Channel work with InGenius Connector Enterprise to improve CSAT? InGenius and Salesforce Omni-Channel integration enables: Blended agent support, where reps can respond over multiple channels throughout their day. This improves agent productivity, and for your customers, decreases their hold time.

Enterprise 59

Enterprise Customer Service Customer Experience Personalization 59

InGenius

JANUARY 3, 2018

InGenius Connector Enterprise was designed to make it simple for you to integrate your telephony and CRM systems, and to be even easier to use. It's features like these that help InGenius customers reduce their call times by an average of 1 minute or more. InGenius has a lock on CTI maintenance and development for you too.

CRM 59

CRM Enterprise Sales Customer Support 59

InGenius

AUGUST 27, 2018

Thankfully, with computer telephony integration solutions such as InGenius, contact centers are now able to harness the mass amount of data they gather from each of their customers and use it to rapidly improve the quality of service they deliver to each and every caller. CTI quickly becomes a crucial investment for any contact center.

Contact Center 54

Contact Center Call Logging Finance CRM 54

InGenius

APRIL 24, 2017

On May 16, InGenius is hosting a live webinar on Innovating with Omni-Channel to Improve the Customer Experience. Join John Hastings, Product Specialist for InGenius, as he takes a deeper look at the benefits omni-channel can bring to a contact center, its impact on the customer experience, and the challenges that omni-channel creates.

Customer Experience 48

Customer Experience Best practices Contact Center Call Center 48

InGenius

AUGUST 29, 2018

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" - the automatic navigation to the lead or contact who is calling in. The post Salesforce Call Center Tips: Manage your Screen Pops appeared first on InGenius.

Call Center 48

Call Center Management Enterprise 48

InGenius

APRIL 20, 2018

Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius. Company: InGenius Software. The original can be found at: [link]. Question 1.

Management 63

Management Customer advocacy Best practices Personalization 63

InGenius

SEPTEMBER 26, 2019

At InGenius, we're very proud of all our positive reviews and we're always happy to answer questions about our products or your system. The post Salesforce Call Centers appeared first on InGenius. Then spend a bit of time on the Salesforce AppExchange looking at the CTI Adapters.

Call Center 48

Call Center Sales 48

InGenius

MAY 10, 2018

With InGenius integrating telephony and CRM data, access to these reports is immediate instead of having to wait for the batch reports generated by your telephony team. Check out our video on InGenius reporting. The post Turn Your Logged Calls into Reporting Gold appeared first on InGenius. Imagine the possibilities!

Call Logging 48

Call Logging Self service CRM Contact Center 48

InGenius

MAY 1, 2017

A great way to get this kind of insight is by using InGenius with Preview Dialer for Cisco Unified Contact Center Enterprise (UCCE). When a preview call is pushed to an agent, InGenius will pop the Salesforce record that matches the phone number. The post All Signs Point to Success appeared first on InGenius.

Contact Center 48

Contact Center Enterprise Marketing 48

InGenius

JANUARY 15, 2019

Lynn Gayowski is the Senior Marketing Manager for InGenius Software. The post Creating a New Era of Specialized Contact Center Agents appeared first on InGenius. Learn more about the productivity and ROI that CTI can deliver. Reposted with permission from No Jitter. About Lynn Gayowski. LinkedIn: [link]. Twitter: [link].

Contact Center 48

Contact Center CRM Marketing Technology 48

InGenius

OCTOBER 9, 2018

The post Salesforce Call Center Tips: Add Call Duration to your Activity Page appeared first on InGenius. If there are any additional fields you want to add that aren't listed here, check out how to Create Custom Fields from Salesforce.

Call Center 48

Call Center Management 48

InGenius

OCTOBER 30, 2018

The post Salesforce Call Center Tips: Display Call Duration in Minutes appeared first on InGenius. You can now see that there are 2 Call Duration Fields - one displays duration in seconds and one outlined in red that displays call duration in minutes (this is the custom field we just created).

Call Center 48

Call Center Management 48

InGenius

JULY 27, 2017

The post Not Just CTI, Digital Transformation appeared first on InGenius. To learn more about digital transformation through next-generation computer telephony integration (CTI), download the white paper today.

Contact Center 48

Contact Center Education Self service CRM 48

InGenius

APRIL 15, 2019

The post Creating Workflow Rules in Salesforce appeared first on InGenius. So that's how you make workflow rules and automatic tasks based on the call center call result in Salesforce. Happy automating!

Call Center 48

Call Center Accountability 48

InGenius

OCTOBER 9, 2019

The post Making the Most of Data for Sales Teams appeared first on InGenius. Read the full Salesforce State of Sales report for more information on the data referenced in this post, and for more insights on sales performance.

Sales 48

Sales Call Logging CRM B2B 48

InGenius

APRIL 1, 2020

appeared first on InGenius. It goes without saying that any business looking to win the satisfaction of their existing customers and bring new ones into the mix in droves, would benefit enormously from an omni-channel contact center. The post Different types of contact centers- Which group are you in?

Contact Center 62

Contact Center Multichannel Interactive Voice Response Inbound sales 62

InGenius

OCTOBER 29, 2019

The post The State of Service with the Fourth Industrial Revolution appeared first on InGenius. The standardization of systems so there's a shared database of knowledge is a big step towards achieving connected service. Read the full Salesforce State of Service report for more details and statistics.

Chatbots 48

Chatbots CRM Surveys Technology 48

InGenius

DECEMBER 4, 2019

Why Voice Still Has a Place in the Modern Contact Center appeared first on InGenius. However, as proved by the points above, traditional communications methods like the phone still have an important role to play in the modern contact center, and that doesn't appear to be changing any time soon. The post Get On the Phone!

Contact Center 62

Contact Center Chatbots Technology Marketing 62

InGenius

NOVEMBER 14, 2019

The post The Top Benefits of On-Premise CTI appeared first on InGenius. Enterprise businesses should prioritize what's most critical to their success first, and then decide if on-premise CTI is the appropriate option.

outsourcing 48

outsourcing CRM contact center solutions Contact Center 48

InGenius

AUGUST 9, 2019

The post The Importance of Collaboration in the Contact Center appeared first on InGenius. The business will improve, agents will become more efficient and customers will start noticing the enhancements immediately.

Contact Center 48

Contact Center Call Logging Upselling Sales 48

InGenius

SEPTEMBER 18, 2019

The post Top Tips for Improving Outbound Contact Center Metrics appeared first on InGenius. By following the tips above, your outbound contact center metrics will improve significantly, which in turn will help increase profitability and ensure that customers are happy with the service they receive from your business.

Contact Center 48

Contact Center Metrics Feedback Sales 48

InGenius

JULY 16, 2018

This might sound like something that’s difficult to implement, but with InGenius and Salesforce Blended Agent, the process is simple. InGenius Blended Agent. Because this is controlled through InGenius, the sync happens automatically. It ends up looking like this: How does Blended Agent work?

Contact Center 67

Contact Center Wait times Management 67

ClientSuccess

AUGUST 24, 2018

Company : InGenius Software. The communication methods illustrated can be equally applicable for anyone who needs to become comfortable with the art of the difficult conversation. 4) The Tipping Point: How Little Things Can Make a Big Difference , by Malcolm Gladwell. From : Jorie Basque , Customer Relationship Manager.

Management 40

Management Chief Customer Officer Best practices SaaS 40

InGenius

OCTOBER 1, 2018

To accomplish this, many modern contact centers are now choosing to invest in CTI solutions such as InGenius, as they don't require a desktop installation and lower installation times to as little as one hour. The post Four Familiar CTI Problems and How to Solve Them appeared first on InGenius.

Technical Support 183

Technical Support Call Logging Contact Center CRM 183

ClientSuccess

OCTOBER 10, 2018

4) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. When you ask questions because you care about the answer, and genuinely want to develop a deep understanding, it’s obvious — and your excitement is infectious. If you learn nothing else, learn to listen.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. By taking 5 minutes a week to step back and share these with the rest of the team, we’re constantly improving as a team, gaining efficiencies, and allowing every team member to contribute to the success of our team.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

InGenius

NOVEMBER 5, 2019

Our Upland InGenius team is hard at work to make this year's show our best one yet. InGenius brings voice into this mix, so users can click-to-dial, easily add call notes, and use call logging templates to make sure every phone call is correctly categorized. Achieving digital transformation for global service centers with InGenius CTI.

Customer advocacy 48

Customer advocacy Call Logging Enterprise CRM 48

InGenius

AUGUST 14, 2019

InGenius helps inside sales teams close more deals in less time by boosting their productivity with Salesforce High Velocity Sales. Earlier this summer, a bunch of new Salesforce features became available when we released InGenius Connector Enterprise 6.4. The post Salesforce High Velocity Sales appeared first on InGenius.

Sales 48

Sales Wait times Enterprise Outbound sales 48

InGenius

FEBRUARY 9, 2018

InGenius was first to market with a CTI solution compatible with Lightning, so I knew it was inevitable that I learn to use it myself. If I was honest with myself, how could I continue to be effective in my role if I couldn't speak to how InGenius Connector Enterprise interacts with the newest versions of CRM platforms?

Sales 72

Sales CRM Enterprise Marketing 72