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Interactive Intelligence Contact Center Software

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  • Company Size: S M L
  • Features:
  • Platforms:
  • Pricing:

Customer engagement and resolution remains a key metric where many organization find themselves falling short. Interactive Intelligence leverages real consumer stories to drive business architecture and decision making forward with good-sense, practical contact center solutions that make it simple to prioritize the customer experience. Over 6,000 clients across the world–including BMW, Citrix, Harvard, Motorola, and Sony–have surmounted challenges and evolved their processes by implementing Interactive Intelligence’s feature-rich software solution. The Customer Interaction Center (CIC) delivers a single-source platform experience custom designed towards giving business the kind of flexibility and responsiveness they need to compete in the modern market.

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Details

Customer engagement and resolution remains a key metric where many organization find themselves falling short. Interactive Intelligence leverages real consumer stories to drive business architecture and decision making forward with good-sense, practical contact center solutions that make it simple to prioritize the customer experience. Over 6,000 clients across the world–including BMW, Citrix, Harvard, Motorola, and Sony–have surmounted challenges and evolved their processes by implementing Interactive Intelligence’s feature-rich software solution. The Customer Interaction Center (CIC) delivers a single-source platform experience custom designed towards giving business the kind of flexibility and responsiveness they need to compete in the modern market.

Multichannel ACD Support

Any business that wants to meet the needs and expectation of today’s customers must be prepared to go beyond traditional telephony services. Interactive Intelligence encourages this change by offering a suite of contact options with full-service support for every venue of business:

  • Voice – Adaptive routing can be based on skills, region, cost of service, call center status, agent proficiency and more.
  • Web Chat – Live agent support is available through the web or on mobile devices, empowering agents to tackle challenges from anywhere.
  • Email – Custom routing available to ensure message get to the most qualified group of agents in the minimal amount of time. Intelligent response format make it easy for agents to have sharp turnaround time.
  • SMS – Enhances the customer-agent interaction by delivering chat-level capabilities to mobile platforms. Routing is flexible for both inbound and outbound messages.

All-In-One Reporting

Enjoy real-time monitoring and tracking tools that allow business to effectively respond to critical business scenarios and fuel agent development with historical trending data for countless metrics covering multiple angles. Remote access allows administrators to manage and control the flow of work independent of physical location, providing the freedom to assist agents live and in person when needed.

Features

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • National DNC Compliance
Service Level Agreement
  • Yes
  • No

Pricing

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