Loading product reviews...

unified-communications interactive-intelligence All Markets > Unified Communications

Interactive Intelligence

3.5 out of 5.0 (11 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on Interactive Intelligence but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

    Great support during implementation and operation

    Overall Comment

    Very informative and supportive through impementation and responsive to incidents.

    What one piece of advice would you give other prospective customers?

    Adopt the IVR option

    What do you like most about the product or service?

    Ease of use


  • 2 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

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

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Shop around and make sure the ININ team understands your business model and end goal.

    What do you like most about the product or service?

    Simple to implement

    What do you dislike most about the product?

    Does not handle multiple mediums of interactions.

    What one thing do you wish the vendor did differently?

    Have a better migration strategy for the new cloud services for exisiting customers.

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

    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

    Product(s): Customer Interaction Center

    Customization & Ease of Use

    Overall Comment

    Great Solution, which has been customized to fit out needs

    What one piece of advice would you give other prospective customers?

    Review Cloud Based Options from Interactive

    What do you like most about the product or service?

    The ease of use

    What do you dislike most about the product?

    The updates

    What one thing do you wish the vendor did differently?

    Major Updates pushed out easier

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

    Deeper Training


  • 3 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

    Use to use contact center solution

    Overall Comment

    Work mostly with a 3rd party support vendor

    What one piece of advice would you give other prospective customers?

    Strong Cisco CallManager skills

    What do you like most about the product or service?

    ease of use and uptime

    What do you dislike most about the product?

    The process to me seems to be more difficult then need be when having to reboot servers

    What one thing do you wish the vendor did differently?

    Stronger Cisco CM skills

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

    the creation of exts for users and stations


  • 2 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

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

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    Professional Services from this company, cost of licensing.

    What one thing do you wish the vendor did differently?

    Listened to us more intently, insist on investing the time to get to know our business processes and providing appropriate gap analysis.

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

    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

    Product(s): Customer Interaction Center

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

    Overall Comment

    No issues surfaced during the implementation The solution has remained stable

    What one piece of advice would you give other prospective customers?

    Make certain that you complety understand their licensing; it can be complex.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    Complex licensing

    What one thing do you wish the vendor did differently?

    It woudl be good if the vendor be compatible with a larger range of SIP phones

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

    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.

    Service & support - overall comment

    Excellent!


  • 3 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

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

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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)

    What do you like most about the product or service?

    Call Center Capabilities

    What do you dislike most about the product?

    Very hard to find resources who know this product or this technology.

    What one thing do you wish the vendor did differently?

    Communicate, Communicate, Communicate

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

    Probably look to well established companies with resources who have experience in this toolset.

    Service & support - overall comment

    Neutral.


  • 3 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

    Functional but feels dated. Complex underneath.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Seriously consider cloud deployments. Ensure the business stakeholders and contact center leaders understands how their processes need to change.

    What do you like most about the product or service?

    Vendor responsiveness to issues and concerns.

    What do you dislike most about the product?

    Complexity. Dated feel.

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

    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.

    Service & support - overall comment

    The vendor is responsive. Both sales reps and tech leads are knowledgeable.


  • 5 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

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

    Overall Comment

    Good experience with the product

    What one piece of advice would you give other prospective customers?

    The application does not have administrative interface to logout agents who are connected.

    What do you like most about the product or service?

    Well integrated and has workforce management solution as well.

    What do you dislike most about the product?

    None so far.

    What one thing do you wish the vendor did differently?

    Review the licensing contract more closely with regards to concurrent license and negotiate something more practical based on the shift worker scenario.

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

    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.

    Service & support - overall comment

    Provides monthly reports on the support statistics.

    Integration & Deployment - Overall comment

    Integrated with Case management system using API's.


  • 4 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

    Integrated platform made install easier.

    Overall Comment

    All in one integrated platform.

    What one piece of advice would you give other prospective customers?

    It uses multiple in house infrastructure components.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    The cost of licenses.

    What one thing do you wish the vendor did differently?

    Change the location of the annual conference.

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

    Better ROI.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(9)
3.6

Ability to understand your organization's needs

(11)
3.7

Timely and complete response to product questions

(11)
3.8

Pricing and contract flexibility (pricing and terms)

(10)
3.7
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(11)
3.4

How long did your deployment take?

12 months or more

6 - 9 months (<9)

3 - 6 months (<6)

0 - 3 months (<3)

9 - 12 months (<12)

I don't know


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

(9)
3.9

Ease of integration using standard APIs and tools

(9)
3.4

Quality and availability of end-user training

(11)
3.5

Ease of deployment

(11)
3.6
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(11)
3.5

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(10)
3.8

Quality of technical support

(11)
3.9

Quality of peer user community

(9)
3.1
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(11)
4.2

Telephony

(11)
4.5

Conferencing

(6)
3.3

Messaging

(4)
3.5

Instant Messaging and Presence

(4)
3.0

Clients

(9)
3.9

Interoperability / Integration

(9)
3.6

Administration

(11)
3.8

Hybrid On-Premises / Cloud

(4)
3.3

Mobility Support

(4)
2.8
1 2 3 4 5
Section
1

Additional Context

Which of the following features/functions does your organization currently use from this vendor?

Contact Center

Telephony

Unified Messaging

Audio Conferencing

IM/Presence

Mobile Client Functions


What was the nature of your involvement?

Vendor/Product Selection

Application Lead

Vendor Management

Functional Assessment

Technical Assessment

Development/Integration

Executive Sponsor

Maintenance and Support

Rollout and Install

User Training

Other...


Why did you purchase a Unified Communications solution?

Improve customer relations/service

Create internal/operational efficiencies

Improve business process agility

Drive innovation

Cost management

Improve business process outcomes

Drive revenue growth

Improve compliance & risk management

Improve supplier or partner relations

Other...


What other vendors were considered?

Cisco

Avaya

Interactive Intelligence

Microsoft

Mitel

ShoreTel

Unify

Verizon

Other...


What were the key factors that drove your decision for selecting a vendor?

Product functionality and performance

Breadth of services

Overall cost

Product roadmap and future vision

Strong services expertise

Pre-existing relationships

Strong consulting partnership

Strong customer focus

Other...


In which region(s) did your deployment take place?

North America

Europe, Middle East and Africa

Asia/Pacific

Latin America