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I3 is a great solution for enterprise voice or call center applications
Updated July 08, 2015

I3 is a great solution for enterprise voice or call center applications

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

PureConnect

Modules Used

  • PureConnect
  • CIC 3.0
  • CIC 4.0

Overall Satisfaction with Genesys PureEngage

I utilized I3 at a previous company specifically for the call center capabilities in the customer support department. We utilized I3 in conjunction with Microsoft Lync and it provided a very robust fault tolerant solution. I3 addressed several areas like being able to utilize statuses, a very easy to use GUI and providing the call center managers with very detailed reporting on statistics of calls.
  • Switchover - the ability for the system to automatically switch over to a secondary server when a problem arises with essentially 0 downtime
  • Ease of Use - The .NET client for the users is very easy to learn and use as well as the administrative tools are very easy to learn and use.
  • Support - The support is top notch. When you call into support you are able to get to a support engineer with very minimal hold time if any at all. The majority of support engineers actually know the product and if they don't they get you in touch with the right engineers/developers.
  • Enhancement Requests - You can submit a request to improve the product and they could very well implement that in a future update/product
  • Cost - When I utilized I3 (this could be different now) the cost per agent for small companies is pretty high and hard to justify.
  • Powershell Integration - With most things now in the Windows world able to be automated with Powershell, it would be very beneficial to have some sort of Powershell integration.
  • Increased Agent Efficiency
  • Better Customer Service
  • Better Agent Accountability/Management
I3 is a very robust solution for call centers and/or enterprise voice. I would say it has more features/scalability that other solutions on the market. I3 also does well with integration into 3rd party products (i.i Microsoft Lync, RightNow, Salesforce)
I3 is very software centric and for "Call Center" applications it works best by utilizing their "Workgroups" and "ACD" features. If you don't want to pay for the "ACD" license and will be utilizing hardware phones just be sure to identify all of the call groups scenarios. They can more than likely be worked out but just takes some extra effort as well as outside the box thinking on occasion to get to work the way some customers want. For "Enterprise Voice" I3 is a very solid solution with or without a hardware phone.
Also for mobile workers that aren't in front of their computers all day, the "Follow Me" feature is very valuable as it also has a "screen" feature and you can have the call sent to multiple numbers.
Another benefit is that the security is very granular, therefore you can create custom agent interfaces or even custom administrative consoles.

Using Genesys PureEngage

I3 is over all a great company that offers a great product/support.

Genesys PureEngage Support

They always have experts for the specific problem and get you in touch with them quickly.

Using Genesys PureEngage