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contact-center-infrastructure interactive-intelligence All Markets > Contact Center Infrastructure, Worldwide

Interactive Intelligence

4.0 out of 5.0 (1 ratings)

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  • 4 out of 5.0, Reviewed

    Product(s): Interactive Intelligence's Customer Interaction Center (CIC)

    Easy to Implement - Easy to Support

    Overall Comment

    Interactive Intellegence has provided a robust service, and we are continuting to expand our I3 footprint within our organization.

    What do you like most about the product or service?

    Ease of custom development for in-house developers to reduce costs engaging I3 professional services.

    If you could start over, what would your organization do differently?

    Specific to Speech Recognition for Inbound Calls: My company chose to implement very basic speech recognition within the inbound call flows (IVR) - press or say 1, please say your account number, etc. Starting over we would have gone live with a conversational level speech detection as it would save us having to rework our inbound call profiles and helped reduce customer frustration and transfer rate.

    Service & support - overall comment

    We utilize a 3rd party support resource; however, I am satisfied with I3's involvement when escalations occur.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Ability to understand your organization's needs

(1)
4.0

Timely and complete response to product questions

(1)
4.0
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
4.0

How long did your deployment take?

3 - 6 months (<6)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
5.0

Quality and availability of end-user training

(1)
3.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(1)
4.0

Was the support package worth it?


Quality of technical support

(1)
5.0
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0

Architecture

(1)
4.0

Scalability

(1)
5.0

High Availability

(1)
4.0
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Development/Integration

Maintenance and Support

User Training

Vendor Management


What other vendors were considered?

Avaya

Cisco

Genesys

Other...


Why did you purchase this product?

Create internal/operational efficiencies

Improve business process agility

Improve customer relations/service


What were the key factors that drove your decision?

Better, faster decisions

Customer satisfaction

Link KPIs to corporate objectives

Reduce external IT costs


In which region(s) did your deployment take place? Multiple responses allowed.

North America