4 out of 5.0, Reviewed Nov 17, 2016
Interactive Intellegence has provided a robust service, and we are continuting to expand our I3 footprint within our organization.
Ease of custom development for in-house developers to reduce costs engaging I3 professional services.
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.
We utilize a 3rd party support resource; however, I am satisfied with I3's involvement when escalations occur.