Genesys

On December 1, 2016, Genesys, a global leader in omnichannel customer experience and contact center solutions, acquired Interactive Intelligence. Based out of Indianapolis, Indiana, Interactive Intelligence (ININ) was established as a unified communications and contact/call center platform developer. Their two flagship products were the Customer Interaction Center (CIC) and PureCloud, a full feature cloud-hosted unified communications solution.

Genesys is a leader for omnichannel customer experience and contact center solutions, trusted by 10000+ companies in over 100 countries. Genesys, founded in 1990, is headquartered in Daly City, California.

Genesys is keeping ININ products, with a few notable changesThe Interactive Intelligence brand will be fully transitioning to Genesys during 2017. 

As a cloud-hosted service, PureCloud offers modern enterprises a number of advantages. Companies do not need to purchase, support, or refresh any data center hardware on-premise. Instead, users simply access their PureCloud solution through their internet connections. Plus, updates are automatic, and new features can just be “unlocked,” rather than purchased and deployed. It saves time, money, and even allows the contact/call center manager greater control of their environment without the need for IT assistance.

On the other end of the spectrum is the Customer Interaction Center platform. CIC is a full-feature traditional contact/call center platform perfectly suited for a wide range of business sizes and complexities.

Products

  • PureCloud

    PureCloud is the next generation cloud platform that provides the fastest time to deployment and a cost effective, scalable, multichannel contact center and unified communications solution.

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  • PureConnect

    PureConnect (powered by CIC and CaaS)​ is the all-in-one contact center solution that enables you to interact with your customers over phone, chat, text, or tweets all within a single application while offering customization and integration.

  • PureEngage

    PureEngage (powered by Genesys Enterprise Edition) delivers the only truly omnichannel customer experience to meet even the most complex transformational use cases. Create your ideal customer journey with PureEngage.

Certifications

    • PureCloud Elite Partner
    • CIC Elite Partner

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent contact / call center articles are below.

Contact and Call Center

In the Mindsight guide, Happier Agents, Happier Customers, we discussed with contact center managers proven strategies to retain customer service talent. From onboarding strategies to workforce management, these contact center managers had a strong collection of methods to inspire their workforce to do their best…

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Contact and Call Center, Infographics

A customer journey map charts the complete experience of the customer from their first interaction with a brand through a purchase and into a post-sale phase. It expands our view of customer service beyond the initial transaction to encompass the lifecycle of a . Though…

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Contact and Call Center

The technology industry is in a perpetual state of change. Entrepreneurs are innovating the day’s current technologies to create the advances of the future. In America, 60% of adults have access to a smartphone, and as a result, many of the advances we see today…

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