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VIRTUAL CALL CENTER

– Genesys Interactive Intelligence Customer Interaction Center Review

Product Snapshot

Technology

Interactive Intelligence Customer Interaction Center is available as a SaaS solution that requires no additional hardware or as an on-premise solution.

Customer Focus

Interactive Intelligence works with enterprise, multinational and mid-sized customers.

Select Customers

Kohl’s, Coca-Cola, Motorola, Carmax, Sony

About Interactive Intelligence Customer Interaction Center

- Genesys Interactive Intelligence Customer Interaction Center Interactive Intelligence Customer Interaction Center is a virtual call center software solution that uses interaction intelligence to elevate the customer experience. The program works across multiple communication channels and guides service reps through all customer interactions. For instance, agents can go through training, pull up customer information with ease and work with customers through customers’ preferred communication routes. For quality management, the system records all calls and sends out surveys for customer satisfaction. Users can generate forecasts on agent performance, and there is optional support for VoIP. Lastly, Interactive Intelligence Customer Interaction Center can initiate call queues and transfers during busy hours.

About Interactive Intelligence
Interactive Intelligence was founded in 1994 and is headquartered in Indianapolis. The company works with over 6,000 customers across the globe.

Interactive Intelligence Customer Interaction Center Key Features

  • SaaS or on-premise virtual call center software solution
  • Allows users to pull up customer data with ease during calls
  • Call queuing and transfers are available during peak hours
  • Helps with agent training and screens agents for performance
  • Records all calls for quality assurance
  • Works across multiple communication channels
  • Optional support for VoIP

 

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