5 out of 5.0, Reviewed Dec 6, 2016
Very informative and supportive through impementation and responsive to incidents.
Adopt the IVR option
Ease of use
2 out of 5.0, Reviewed Dec 6, 2016
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.
Shop around and make sure the ININ team understands your business model and end goal.
Simple to implement
Does not handle multiple mediums of interactions.
Have a better migration strategy for the new cloud services for exisiting customers.
I wouldn't expect ININ to be the one shot quiver for all interaction media. Good for phone operations. Not so much for email or chat.
4 out of 5.0, Reviewed Nov 30, 2016
Great Solution, which has been customized to fit out needs
Review Cloud Based Options from Interactive
The ease of use
Major Updates pushed out easier
3 out of 5.0, Reviewed Nov 30, 2016
Work mostly with a 3rd party support vendor
Strong Cisco CallManager skills
ease of use and uptime
The process to me seems to be more difficult then need be when having to reboot servers
Stronger Cisco CM skills
the creation of exts for users and stations
2 out of 5.0, Reviewed Nov 7, 2016
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.
If you are willing to embrace an innovative way of handling your Contact Centre processes, then this could well be the product for you. However, consider very carefully who you choose to implement the solution with you, and your plans to support/administer it moving forward.
It is an innovative product, no doubt. We're only scratching the surface at the moment, but it's been such a painful implementation to date that the long-term view is being overshadowed by the short-term pain. It will give the Contact Centre a whole raft of possibilities with smart IVR, voice recognition, multi-channel communication.
Professional Services from this company, cost of licensing.
Listened to us more intently, insist on investing the time to get to know our business processes and providing appropriate gap analysis.
Spend more time reviewing the Professional Services options, interview SI's to implement the solution for us. Insist on a discovery period, where a full review of processes today and a formal gap analysis completed and played back to the business. Invest more time and energy in Change Management.
5 out of 5.0, Reviewed Oct 19, 2016
No issues surfaced during the implementation The solution has remained stable
Make certain that you complety understand their licensing; it can be complex.
Single software stack. The majority of contact center solutions require a mix of several products and even those from the same vendor are not always as compatible as they should be.
It woudl be good if the vendor be compatible with a larger range of SIP phones
I would spend more time on making sure that we understand how to optimize the skill based engine and to be able to effectively prioritize calls.
3 out of 5.0, Reviewed Oct 18, 2016
During the contractual process, Vendor and third party vendor very involved. However, during the implementation and future upgrades, no communication from the vendor. In addition, when the company was acquired we did not receive any notification or communication on the merger with another company.
Ensure that tools that you buy are commonly available. In addiiton, make sure that there are resources who are experienced in this tool are available within the marketplace (not a niche field)
Call Center Capabilities
Very hard to find resources who know this product or this technology.
Communicate, Communicate, Communicate
Probably look to well established companies with resources who have experience in this toolset.
3 out of 5.0, Reviewed Oct 17, 2016
Solid technology. However, the on-premises version has a very complex data model of which our reporting teams had difficulty understanding. The user interface though working is clearly not modern. The supervisor tool is not intuitive - feels like the nineties. Customization with handlers and the like require special skills. It's clearly not intended to be a platform.
Seriously consider cloud deployments. Ensure the business stakeholders and contact center leaders understands how their processes need to change.
Vendor responsiveness to issues and concerns.
Complexity. Dated feel.
Go to a cloud solution instead. Don't just plop this product in the same place as your old system without rethinking your unified communications and contact center processes.
The vendor is responsive. Both sales reps and tech leads are knowledgeable.
5 out of 5.0, Reviewed May 12, 2016
Good experience with the product
The application does not have administrative interface to logout agents who are connected.
Well integrated and has workforce management solution as well.
None so far.
Review the licensing contract more closely with regards to concurrent license and negotiate something more practical based on the shift worker scenario.
Licensing needs to be closely monitored, the concurrent license limits would apply even when the total count exceeds for a minute. Sometimes it could be due to the nature of shift work at certain organization.
Provides monthly reports on the support statistics.
Integrated with Case management system using API's.
4 out of 5.0, Reviewed May 10, 2016
All in one integrated platform.
It uses multiple in house infrastructure components.
Ease of use.
The cost of licenses.
Change the location of the annual conference.