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Interactive Intelligence OverviewUNIXBusinessApplication

Interactive Intelligence is #14 ranked solution in top CRM tools. PeerSpot users give Interactive Intelligence an average rating of 10 out of 10. Interactive Intelligence is most commonly compared to eGain Solve: Interactive Intelligence vs eGain Solve.
Buyer's Guide

Download the CRM Buyer's Guide including reviews and more. Updated: June 2022

What is Interactive Intelligence?
Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.
Interactive Intelligence Customers
ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
Interactive Intelligence Video

Interactive Intelligence Reviews

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Luis Teran - PeerSpot reviewer
Engineer at Cyber Sea
Real User
Top 10
Reliable with very good social media integration and easy to use
Pros and Cons
  • "The social media integration is excellent."
  • "The initial setup can be a bit difficult."

What is our primary use case?

It is for integration, an omnichannel solution, that you can get interactions with Voice, Facebook, Twitter, WhatsApp, social media integrations, chat integrations, and email integrations. That's the feature of the solution.

What is most valuable?

The social media integration is excellent. Nowadays, people communicate just with WhatsApp, Facebook, and Instagram, and most of the campaigns that you get are via social media. Only the old people, like 60 years or 50 years are still using a lot the phone as it's easier for them. That was their life. Nowadays, the new generations, younger people, are using more social media and they are communicating with this, not just with the phone. The solution is stable. It's a scalable product.

What needs improvement?

The initial setup can be a bit difficult. It is complex for a regular person, however, for an engineer, it's easier. The programmability is not so good. The programmability with the dependencies can be challenging. For example, you don't have all the features like Python, for example, or Node.js. The development with the deployment is a bit harder and you must ask Genesys for assistance. It would be good if the programmability of the platform would be more dynamic. We'd also like to get more features.

For how long have I used the solution?

I've been using the solution for one to two months. 
Buyer's Guide
CRM
June 2022
Find out what your peers are saying about Genesys, Microsoft, Presence Technology and others in CRM. Updated: June 2022.
610,812 professionals have used our research since 2012.

What do I think about the stability of the solution?

The stability is really good and it's a really powerful platform that is more powerful than Avaya or other kinds of vendors for contact centers. Genesys's Interactive Intelligence at this time is better than the other solutions. It doesn't crash or freeze. Its performance is good. 

What do I think about the scalability of the solution?

The scalability is good. Of course, you must request new development, however, you can get it integrated with many CRM items.

How are customer service and support?

We are not happy with the technical support. They take too long to answer. I know it's due to the fact that one person is working here in Latin America. There's only one person to look at all the cases. That's why the response is really, really, really low.

How would you rate customer service and support?

Neutral

How was the initial setup?

The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with.The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.

What other advice do I have?

We are partners. I'd advise new users to read all the release features and the common issues. I'd rate the solution ten out of ten as for the most part it is easy to use as opposed to other options. 
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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