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An "All-in-One" Solution That Has It All
Updated November 11, 2015

An "All-in-One" Solution That Has It All

David Saidel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

PureConnect

Modules Used

  • PureConnect
  • Customer Interaction Center (CIC) 4.0

Overall Satisfaction with Genesys PureEngage

98% of the company works in virtual in home offices. The Interactive Intelligence Inc.'s Customer Interaction Center (CIC), was a key component in supporting multi-channel internal and external communications. The CIC's desktop application, Interaction Client, provided the following: full PBX functionality; multi-line calling via a single analog POTs line; voice mail with the ability to listen in to the message and pulling the call out of voice mail and talk to the caller; make and manage multi-line conference calls; click-to-dial company and personal directories; ability to view real-time status of all users on the system; ability to set out of office and vacation alert messages remotely; internal chat sessions between associates; conference chats with associates while on a conference call with a customer; ad-hoc recording of all calls and chat sessions; ability to mute self or remote end of a call; park a call; caller id; call history of each call indicating which party terminated the call; ability to launch email from the directories; and many other features as well.
  • CIC provides superior contact center features. Since all of the various applications of CIC run on a single processing platform, cradle-to-grave tracking statistics are available for the entire "life" of an interaction. This provides fewer headaches in tracking where calls enter and leave the system.
  • Multi-media routing of not only phone calls, but also Web Chats, email and SMS text messages.
  • Real-time Speech Analytics provide a contact center supervisor with the ability to proactively get involved with problem calls.
  • The Quality Assurance module, Interaction Recorder, makes it very simple to find historical recordings for scoring and training purposes.
  • Some Contact Center Reports have been problematic in tracking interactions that are transferred from one agent to another.
  • Improved customer experience for contact center applications
  • Enhances internal and external communications through Presence Management
  • Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
  • Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
  • Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
  • Cisco Unified Contact Center,Avaya,InContact VOIP Platform,Siemens Enterprise Communications,NEC
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, but they are not running on the same application processor. Interactive Intelligence continues to invest heavily in research and development and has been a market leader in releasing innovative and useful applications to their platform.
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.

Using Genesys PureEngage

I have had hands on experience with Interactive Intelligence since 1997 when they introduced their 1.0 Release of CIC. Since that time the platform has gone through three additional software releases that included the leap from a "boarded" TDM hardware solution to a fully SIP compliant VoIP software solution that has added additional applications along the way such as fully integrated Workforce Management, Process Automation and Real-Time Speech Analytics.

Genesys PureEngage Support

Tier 1 support is typically provided by the channel partner that a customer buys the Interactive Intelligence software from, unless the software is purchased directly from Interactive Intelligence. As such, the level of support can vary from reseller to reseller. I suggest that a buyer thoroughly check with several of the reseller's existing customers to determine how they rate the support provided by that particular reseller.

Buying directly from Interactive Intelligence requires that two of a customer's staff go through a series of course on how to install and
troubleshoot the software. The customer's support staff should have experience with Windows servers and some knowledge of VoIP telephony. This is not required if you buy through a reseller.

Genesys PureEngage Reliability

The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.