Genesys | 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.

On December 1, 2016, Genesys, a global leader in omnichannel customer experience and contact center solutions, acquired Interactive Intelligence. Genesys is a leader for omnichannel customer experience & contact center solutions, trusted by 10000+ companies in over 100 countries. Genesys, founded in 1990, is headquarterd 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 / Call Center

Workforce management software is one of the most effective tools in the contact center technology arsenal to increase efficiency and better manage your customer experience, but it can be daunting. These platforms can provide so many useful tools that it can be difficult to know…

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Contact / Call Center

With the acquisition of Interactive Intelligence by Genesys, the spring Interactions conference is now hosted by Genesys and known as CX17. The event was held in Indianapolis in late May, and CX17 provided Genesys an opportunity to showcase the changes in the company after the…

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Contact / Call Center

In most companies, there isn’t much overlap between the contact/call center and the IT department. The contact/call center uses advanced software to manage the customer experience, and that software depends upon the IT department. Yet, so long as the system works and meets their needs,…

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