Interactive Intelligence updates: Training, reviews, products, integrations

the interactive intelligence hub logoWhat’s in our Interactive Intelligence hub?

Interactive Intelligence products and overview

Interactive Intelligence (AKA “ININ” or “i3”) is a US-based software house that provides cloud services in the customer service sector. The company was founded in Indianapolis in 1994 by its current CEO Dr Donald Brown.

There are a few other nicknames that refer to Interactive Intelligence software, including “i3 Phone System”, “i3 Call Center”, “i3 Dialer” or “i3 PBX”.

It’s principle offerings, listed under “Customer Engagement”, are its Customer Interaction Center (CIC) product, encompassing a range of applications to help vanilla call centres turn into more fully-featured “customer engagement centres”, and PureCloud Engage, its cloud-based virtual contact centre solution.

It also offers Contact Center as a Service (CCaaS) to help mid- to large-sized contact centres scale up or down and weather other challenges, as well as a strategic planning tool listed as Interaction Decisions.

Covering Unified Communications, Interactive Intelligence offers PureCloud Communicate for internal cross-channel comms and PureCloud Collaborate for collaborative working.

Interaction Collector is a browser-based tool for managing “deliquent accounts” – customer accounts that are past due.

Interaction Process Automation is all about creating and refining process flows, either from scratch or using templates from Interactive Intelligence’s marketplace.

Here’s a quick glossary, covering Interactive Intelligence’s specialisations:

  • ACD – Automatic call distributor, a phone system for managing incoming calls.
  • IP PBX – an exchange that enables switching between VoIP calls and external phone lines.
  • Workforce management – the umbrella term for strategies and systems devised to get the most out of staff, particularly contact centre agents.
  • Call recording
  • Business process automation – using technology to automate certain parts of the business to save time and money.
  • Cloud communications – Internet-based, third-party comms systems that combine phone and data and allow employees access from anywhere.
  • Unified communications – a buzzy term for integrated combinations of instant messaging, voice, video and other comms methods.
  • SIP – Session Initiation Protocol, one of the foundational technical ingredients of Internet voice or video chat and instant messaging.
  • Outbound dialer – a system that enables a contact center to make proactive marketing or sales calls, rather than just receive inbound service requests.
  • IVR – Interactive voice response in the traditional sense refers to the “press 2 for sales, press 3 for…” automated menu but in more recent incarnations includes voice recognition.
  • Customer engagement software – a nebulous term that overlaps with customer relationship management (CRM); covers Interactive Intelligence’s main products CIC and PureCloud.
  • Enterprise collaboration – an internal social network and collaborative work system which, when it works well, is designed to reduce email and meeting quantity.

Interactive Intelligence updates: What’s the latest news?


MAY 2016 – Compliance upgrade

Interactive Intelligence has upgraded its data security compliance certifications to better assure international customers.

This covers PureCloud and its CaaS solutions which now meet various international compliance requirements across all global data centers.

It also strengthened security measures for its on-premises solution, Customer Interaction Center (CIC) – press release.


FEBRUARY 2016 – Award win
Interactive Intelligence’s PureCloud Engage is named among the winners of the 2015 Cloud Computing Product of the Year Award – Cloud Computing Magazine.

Interactive intelligence updates: awards win


DECEMBER 2015 – New partner program track

Interactive Intelligence has enhanced its Global Partner Program with the addition of a PureCloud services track – CRN.


OCTOBER 2015 – Award wins
Interactive Intelligence received the Ventana Research 2015 Technology Innovation Award in the Contact Center category for its PureCloud product – Ventana Research. It also won the Frost & Sullivan’s 2015 EMEA Company of the Year Award in Customer Contact – Business Wire.
Ventana Research 2015 technology innovation awards logo


 

Interactive Intelligence reviews: What the analysts say

TrustRadius sees Interactive Intelligence Customer Interaction Center score 8.3/10.

Justin Corey, System Administrator at Conifer Health Solutions, calls it “a solid choice for enterprise level phone software” while David Saidel of Saidel Associates summarises: “Interactive Intelligence is the only contact center platform that is a true “all-in-one” product. All other vendors rely on third party solutions to deliver a full suite of contact center solutions, or have bought solutions…” He continues: “The Customer Interaction Center is well suited for organizations that have multi-site locations and want to virtualize contact centers. CIC also supports incremental or explosive growth, since it is a software centric solution and requires only minimal additional hardware to add new sites and users to the system. It is also a good selection for multinational companies with its ability to regionalize and support over 30 languages on the same CIC system.”

Another reviewer mentions that CIC plays well with third party products including Microsoft Lync, RightNow, and Salesforce. This contrasts with an IT Director’s review on Gartner’s Peer Insights which stats that “I3 and support vendors don’t play well together”.

Gartner placed Interactive Intelligence in the “Leaders” quadrant for the eight year running on its latest Magic Quadrant graph for Contact Centre Infrastructure, albeit trailing Cisco, Genesys and Avaya in “ability to execute”:

Genesys-updates-gartner

The company is the only vendor to be positioned as a leader in both the Magic Quadrant for Contact Center Infrastructure (above) and the Magic Quadrant for Contact Center as a Service, North America (below):

Interactive intelligence as a leader in the Interactive Intelligence is the only vendor to be positioned as a Leader in both the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, and the Gartner Magic Quadrant for Contact Center as a Service, North America

Interactive Intelligence seems to be lagging behind the competition when it comes to unified communications:
Gartner's 2015 magic Quadrant chart for unified communications, showing interactive intelligence falling behind the competition

No Jitter’s June 2015 review of PureCloud Communicate – Interactive Intelligence’s unified communications offering – is thorough, finding: “As PureCloud Communicate matures — with an expanded feature set, expanded geographical availability, localization, and dedicated set of resellers — Interactive [Intelligence] has a new opportunity to become the provider of UC solutions and services that it has long wanted to be.”

In June 2015 with only some functionality available, PC Magazine UK gave PureCloud Collaborate a mixed review: “It straddles an awkward line between a communication-centric platform, like… Slack, and a company intranet or portal, like… Podio, and hasn’t yet found the right balance of features and functionality.”

Interactive Intelligence training

Interactive Intelligence offers its own series of courses and certifications. It also has a fairly groovy “ININ University” portal which should help point you in the direction of useful resources based on different roles.

CPI has a number of training videos covering things like Interaction Client and Interaction Supervisor.

If you want to know more about PureCloud Engage in bitesize chunks, Interactive Intelligence has a videos page as well as a resources centre with white papers, webinars and more.

 

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Thomas Quillfeldt

Thomas Quillfeldt

Editor, Callcentre.co.uk

Thomas Quillfeldt is a writer for UBM covering customer technology across Technology for Marketing, eCommerce Insights and Callcentre.co.uk. In another universe, he enthuses about music and video games. Oh, and it's "Tom".

February 10, 2016

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