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unified-communications interactive-intelligence All Markets > Unified Communications

Interactive Intelligence

4.0 out of 5.0 (3 ratings)

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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

    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.


  • 3 out of 5.0, Reviewed

    Product(s): Customer Interaction Center

    I3 and support vendors don't play well together.

    Overall Comment

    Vendor makes you rely on 3rd parties and there is often dissension between vendor and 3rd parties on best course of action in any given situation.

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

    Even a simple upgrade can have negative impacts if vendor and support provider aren't on the same page.

    What do you like most about the product or service?

    Runs on low cost servers.

    What do you dislike most about the product?

    Vendor now competing with microsoft instead of partnering.

    What one thing do you wish the vendor did differently?

    I wish the vendor cared about existing customers more.

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

    Force all parties to sign off on a very detailed plan.

    Integration & Deployment - Overall comment

    Deployment suffers from vendor and third party lack of cohesion.

    1 of 1 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.7

Ability to understand your organization's needs

(3)
3.7

Timely and complete response to product questions

(3)
4.0

Pricing and contract flexibility (pricing and terms)

(3)
3.7
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
3.3

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)

9 - 12 months (<12)


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

(2)
2.5

Ease of integration using standard APIs and tools

(3)
3.7

Quality and availability of end-user training

(3)
3.3

Ease of deployment

(3)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
3.7

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(3)
3.7

Quality of technical support

(3)
3.7

Quality of peer user community

(3)
3.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.7

Telephony

(3)
4.7

Conferencing

(1)
2.0

Messaging

(1)
3.0

Instant Messaging and Presence

(1)
2.0

Clients

(2)
4.0

Interoperability / Integration

(2)
4.0

Administration

(3)
4.3

Hybrid On-Premises / Cloud

(3)
3.7

Mobility Support

(2)
2.5
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


What was the nature of your involvement?

Technical Assessment

Vendor Management

Vendor/Product Selection

Executive Sponsor

Rollout and Install


Why did you purchase a Unified Communications solution?

Improve customer relations/service

Create internal/operational efficiencies


What other vendors were considered? Multiple responses allowed.

Avaya

Cisco

Microsoft

Verizon

Other...


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

Product functionality and performance

Product roadmap and future vision

Breadth of services

Overall cost

Pre-existing relationships

Strong services expertise


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

North America