3.8 out of 5 (20 Ratings)

20 Verified Reviews

Interactive Intelligence's Customer Interaction Center (CIC)

Solid platform with a lot of features at a reasonable cost.

Early adopter of this CIC servive and have been using it successfully since 2004.

Interactive Intelligence's Customer Interaction Center (CIC)

Great Call Center app - includes reporting, and allows significant amount of configuration

Recently purchased by Genesys. PSO side had 6 different PMs within 1 year because they were "restructuring." MS services were excellent. Two are completely different in how they are managed.

Interactive Intelligence's Customer Interaction Center (CIC)

ININ - Well Structured Product for Contact Centers

We spent a lot of time in analyzing our current state, agreeing on the functional changes, aligning our business processes to the product needs (when required), limited customizations and ensured executive support through out the project. We also worked to ensure that all business and functional groups were aligned to the required changes in business processes. We also involved internal learning and development teams to get all training needs aligned. During the sales phase, the vendor focused primarily on products and features, and did not compare themselves to any other product lines. They were extremely knowledgeable and understood both business and technical capabilities. The product was modular and hence, easy to implement. The product architects were extremely knowledgeable to support the architecture and engineering of the product. The consulting services was very bureaucratic to agree on a fast track process to implement. The implementation project managers are not as knowledgeable about the product as the sales engineers and architects. This creates gaps in communication and causes delays in business knowledge and technical engineering of teh solution.

Interactive Intelligence's Customer Interaction Center (CIC)

Great features, great functionality

Although we have had a few issues, the product performs very well and the I3 team been very responsive. The platform is flexible and powerful. We have not run into any limitations.

Interactive Intelligence's Customer Interaction Center (CIC)

Running smoothly for 5 years now with no major problems.

Interactive Intelligence has a very reliable product. This has allowed us to focus on our core business rather than constantly babysitting a system that breaks all the time. It just works.

Interactive Intelligence's Customer Interaction Center (CIC)

Great support during implementation and operation

Very informative and supportive through impementation and responsive to incidents.

Interactive Intelligence's Customer Interaction Center (CIC)

Good for B2C call center, not so much for B2B CX

They were great 4 years ago. Not so responsive lately. I assume it's mainly driven by the Genesys aquisition. I like their new Cloud solution but I am frustrated that they do not have a solution or roadmap to migrate existing customers on CAAS to their new platform. They have all the functionality you need to run a consumer call center for phones. Not so great with email or chat support unless you go to their new cloud solution. Their team has good B2C call center knowledge, but very little appreciation for B2B CX.

Interactive Intelligence's Customer Interaction Center (CIC)

Customization & Ease of Use

Great Solution, which has been customized to fit out needs

Interactive Intelligence's Customer Interaction Center (CIC)

Use to use contact center solution

Work mostly with a 3rd party support vendor

Interactive Intelligence's Customer Interaction Center (CIC)

Implementation will be easier with an SI, press for a discovery period

We opted to go with their Professional Services, which was in hindsight a huge mistake. Whilst we still believe we have the better product on the market, we did not go through a period of discovery with them and therefore are still strugling to fully launch the product (live only in one area of the business, with majority of users not yet live) due to number of gaps still remaining. There's a school of thought that we bought too big, and perhaps should have gone for either a smaller product with a business that would have provided attention to the customer, or to have implemented with a chosen SI to ease the pain.