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This product has been renamed or acquired by another company. You can find the new product offering at Genesys Customer Experience Platform.

VIRTUAL CALL CENTER

– Genesys Interactive Intelligence Customer Interaction Center Review

Product Snapshot

Technology

Product is available as a SaaS solution that requires no additional hardware or as an on-premise solution.

Customer Focus

Vendor works with enterprise, multinational and mid-sized customers.

Select Customers

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

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