Interactive Intelligence

3.7 out of 5.0 (12 ratings)
12 Verified Reviews

Customer Interaction Center

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.

Customer Interaction Center

Great support during implementation and operation

Very informative and supportive through impementation and responsive to incidents.

Customer Interaction Center

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.

Customer Interaction Center

Customization & Ease of Use

Great Solution, which has been customized to fit out needs

Customer Interaction Center

Use to use contact center solution

Work mostly with a 3rd party support vendor

Customer Interaction Center

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.

Customer Interaction Center

ININ has an excellent solution that can be deployed on premise , in pure cloud or hybid

No issues surfaced during the implementation The solution has remained stable

Customer Interaction Center

Sales Process easy, implementation & finding resources with experience is extremely tough.

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.

Customer Interaction Center

Functional but feels dated. Complex underneath.

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.

Customer Interaction Center

Good integrated product. Licensing may need to be closely monitored.

Good experience with the product