Interactive Intelligence Review

Interactive Intelligence Inc. is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.
The company was founded in 1994 and is now backed by more than 3,500 customers worldwide. Interactive Intelligence is an experienced leader delivering a comprehensive solution-set composed of premise-based and communications-as-a-service (CaaS) offerings, including software, hardware, consulting, support, education and implementation.

What Interactive Intelligence does

Interactive Intelligence offers complete call center software solutions with unified IP business communications. Interactive Intelligence’s software is a complete contact center platform for multichannel interactions, offered with a choice of deployment models – as a cloud-based service, on-premise, or a managed service where they do all the work.

Satisfied Customers

Sony, Volvo, US Airways, Walgreens, Citrix Online Division, Microsoft, Motorola, Kohl’s Department Stores

Call Center Product(s)

Customer Interaction Center

Call Center Software Key Features

  • Manage and blend inbound/outbound multi-channel interactions
  • Automate multimedia routing and queuing processes
  • Create revenue-producing outbound campaigns
  • Improve training, agent performance, remote agents included
  • Elevate service levels and customer satisfaction
  • Use metrics to increase the accuracy of forecasts and schedules
  • Simplify administration in a single, central environment
  • Unify communications on the desktop
  • Connect multi-site operations with a single platform

Call Center Software Modules

  • PBX/IP-PBX
  • ACD/multimedia queuing
  • Quality monitoring & reporting
  • IVR & self service automation
  • Knowledge management
  • Workforce management (WFM)
  • Outbound dialing
  • Multimedia recording
  • Screen recording
  • Agent scoring
  • Multi-site routing
  • Customer Satisfaction Surveys

Call Center Technology

Interactive Intelligence’s call center software is available as both an on premise solution and as a hosted service.

Bottom Line

Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. Interactive Intelligence offers complete solutions at a low cost. Both customers and employees will be pleased with the change in their business processes because of their call center.