You will not be disappointed with Interactive Intelligence integrated call center solutions
August 15, 2014
You will not be disappointed with Interactive Intelligence integrated call center solutions
Score 10 out of 10
Vetted Review
Verified User
Software Version
4.0 SU 4
Modules Used
- User Manager
- Business Manager
- Interactin Analyzer
- Interaction Recorder
- Several custom applications
- Several custom reports
- Interaction Dialer
- Interaction Attendant
- PureConnect
Overall Satisfaction with Genesys PureConnect
We use it in the following manner:
- To manage incoming ACD calls, emails and voicemails for the Customer Relations Call Center, Energy Services Dept, Internal Help desk and Vegetation Management Dept
- To manage outbound Campaigns for Vegetation Management, Final Bill notifications and Disconnect Notices
- To manage Walking in Customers queued up in custom developed KIOSK using generic interactions
- Manages ACD calls effectively
- Allows for accurate reporting on productivity, efficiency and quality assurance
- Allows for custom development to meet Utility specific needs
- Records, scores, archives and manages reporting around various quality assurance process for all ACD interactions
- Effectively utilizes real time speech analytics to support quality assurance
- Centralized management of all aspects of support and administration
- Work for management module does not allow for level of customization that is needed by Union run Utility call center
- Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
- QA tools allow for automation of many aspects and the efficient management of scoring and recording .
- Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
- Centralized support tools allow for small staff to support and administer all parts of the system
- Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
As mentioned previously I have experience with almost all of Interactive Intelligence competitors. I have 25 plus years in the callcenter/servicedesk management industry where I have either built and managed call centers in multiple countries or implemented and managed the back office aspects of call centers. Across the board Interactive Intelligence is superior to the competition. This would include front line customer use of client interface, QA, reporting, speech analytics, customization capability, ability to integrate fully with incident management systems, outbound call campaigns and anything else you can think of. It is efficient, user friendly, easy to support and manage; has superior built in redundancies; and provides rock solid performance with uninterrupted down times.
Using Genesys PureConnect
Call Center, Help Desk, Telecom support, Energy Service commercial account, Lobby walk in customer staff
3 - Call center management, Call center support, telecom support, crystal reports development, general development experience
- Management of Call Center staff time and efficiency
- Quality assurance tools
- Speech analytics tools
- Customization ability
- Outbound campaign utilization and reporting
- Adhoc reporting
- Call recording management and storage
- Integrate solution
- Created customized kiosk solution for walk-in customers. Customers walk in, utilize kiosk to enter name, account number and why they are there. The information is then compiled and queued up in ACD system to present to next available advisor. Also allows for lobby staff to support the call center when there are no customers in the lobby.
- Utilizes speech analytics to proactively intervene when either advisor or customer steers call in an undesired direction.
- Allows for automated contact of customer to notify them of vegetation management or utility work in their area as well as collection of final bill and delinquent bills.
- Working towards fully utilizing workforce management module. Right now we just use the time off request module.
Evaluating Genesys PureConnect and Competitors
Yes - Antiquated NEC provided module
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Positive Sales Experience with the Vendor
- Analyst Reports
- Third-party Reviews
Seeing it in action. We were invited to the company site to see live development, support and production demonstrations. We made several site visits to customers that already were using the products
Pretty happy with what we did. I would highly recommend the site visits to current customers.
Genesys PureConnect Implementation
- Professional services company
We used a company called AVTEX to implement systems
Yes - Evolution, testing, implementation, lessons learned
Change management was a big part of the implementation and was well-handled - It is critical to utilize change management with all parties involved, network, training, desktop, and department staff that will be using the various modules.
- Proper configuration of PRIs dedicated to the systems. There were issues with provider having various issues with packets proceeding and following interaction.
- Training of staff that will using various modules.
- Getting buy in from executive staff.
Genesys PureConnect Training
Configuring Genesys PureConnect
You need to be fully aware of your company needs.
Yes - we have customized the interface extensively - We did so to allow for end users to take advantage of time off requests in work force management module. This was easy to configure and simple for end user to take advantage of.
Yes - we have added extensive custom code - we did so to meet out needs for inbound IVR, speech analytics, adhoc reporting and it was easy to complete each
Nothing significant comes to mind.
Genesys PureConnect Support
| Pros | Cons |
|---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
No - We have significant in house resources, and we have support agreement with AVTEX for daily issues and significant issues are sent directly to I3
Yes - most of the time they were aware of the issue and have a fix to apply that corrected the issue, other wise were always receptive to take information on the issue and pursue developing a fix to correct the problem
Every time. there are consistently concerned with the success of the customer and looking for new ways to exceed expectations. I have developed various relationships with training, support and development sections of the company and have never been disappointed.
Using Genesys PureConnect
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Integrated nature of all modules
- Ability of complete customization to meet our needs
- Adhoc reporting ability
- None come to mind.
Yes - we have not yet implimented the mobile interface
Genesys PureConnect Reliability
Integrating Genesys PureConnect
- Remedy
- CIS system
- Web interface
- Self service portal
Using built in APIs provided by Interactive Intelligence and soap utilities we completed each effectively.
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
SOAP
Relationship with Genesys
Support agreement and future upgrade. We negotiated multiyear deal that locked in various support, development and upgrade components
Talk to other customers and make site visits where possible.
Upgrading Genesys PureConnect
Yes - various over the years and the use of development environments and the built in redundancy of the systems resulted in zero down time and no negative impact of each release
- New features provide in release
- New features provided in that release