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

As we’ve written on this blog before, the contact center and agent environment is an exercise in efficiency. How can an organization receive and respond to a large body of phone calls, emails, social media messages, and other forms of communication in the most efficient…

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Contact / Call Center

The ROI for a contact center is far better than you may think. Yet, according to Professor Judith B. Stroth of the Florida Institute of Technology, only about two thirds of hospitals staff a contact center in their facilities. That is an astoundingly low number…

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Contact / Call Center

According to metrics gathered by the United States Bureau of Labor Statistics, the turnover rate for contact/call centers is between 30%-45% annually. Compare that figure to other industries which hover around 15.1%, and the problem becomes clear. It is extremely difficult to find and retain…

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