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

Many contact/call centers today use sophisticated tracking, recording, and analytics tools to measure their performance. They depend upon key performance indicators (KPIs) as barometers of where the contact/call center process is strong and where it needs more work. When dealing with repeated processes and similar…

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Contact / Call Center

In Cisco’s contact/call center platform, Unified Contact Center Express (UCCX), the number of agents able to use the platform is determined by the number of licenses purchased by the company. It’s a fairly standard and simple system. Nevertheless, there are still common problems that arise…

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Contact / Call Center

Retail contact/call centers require a different mindset than other contact/call centers. Wherein a hospital environment would benefit from highly trained subject matter experts who can field a wide variety of complex medical questions on the phone, retail doesn’t need that type of contact/call center representative…

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