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

The customer experience is not what it used to be. Today, consumers have greater expectations, greater demands, and a completely different mindset when it comes to products and the companies that offer them. Driving all of this change is the rapid advancement of technology, widespread…

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Contact and Call Center

Customer service is an arms race. Companies are always competing to provide better service and create a better customer experience in the hopes of attracting and retaining customers from their competitors.  According to an executive report from CCW, 63% of consumers would actually pay more…

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Contact and Call Center

Today, contact centers have two main options when it comes to their contact center technology. The applications that support their calls, call recordings, workforce management tools, chat, and so on can either be hosted in the cloud or somewhere in a company data center. Both…

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