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.
Interaction Collector is a browser-based tool for managing “deliquent accounts” – customer accounts that are past due.
Here’s a quick glossary, covering Interactive Intelligence’s specialisations:
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.
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.
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”:
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 seems to be lagging behind the competition when it comes to unified communications:
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 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.