The call center software industry is one nearly over-saturated with providers, each promising that its solutions will solve all of your problems and deliver an ideal experience for all of your customers. With so many options and seemingly identical solutions, how do you select the best fit for your company’s needs? One important step is to examine industry reviews to get more in-depth information to narrow your choices to more closely align with your needs. This Interactive Intelligence review explores what this provider offers.

Customer Interaction Center – Interactive Intelligence Review

Every company offering call center solutions seeks to differentiate itself in the market. Interactive Intelligence promotes its Customer Interaction Center (CIC); its IP communications software suite is an all-in-one platform. This solution provides your company with enterprise IP telephony, contact center automation and business process automation. Any Interactive Intelligence review should include a focus on CIC and its value to your environment. It’s because of this all-in-one platform, as well as Salesforce.com integration, that Interactive Intelligence continues to gain market share.

Interactive Intelligence Review: Includes Interactive Analyzer

We all do our best to avoid problem interactions within our call center operations, but they do happen. You want to be sure that your managers are notified immediately so they can intervene. Any Interactive Intelligence review should focus on the Interaction Analyzer, a solution that allows for phrase and keyword spotting in real-time. This spotting occurs on both sides of the interaction, allowing your call center managers to easily monitor, coach and even enter into a call to calm a dispute or improve agent performance.

Interactive Intelligence Review: It’s All About Scalability

Flexibility and scalability within the call center are in high demand throughout the industry. The latest iteration of the CIC in your Interactive Intelligence review, the CIC 4.0, takes scalability to the next level. Interactive Intelligence more closely focused on enhancements to its architecture to allow for greater scalability. Interactive Intelligence review metrics indicate that these enhancements have more than doubled the number of agents who can access automatic call distribution on a single server. The number of simultaneous sessions supported through the Interactive Voice Response (IVR) function increased five-times, with all enhancements improving product scalability by seven-times.

Interactive Intelligence Review: Interaction Media Server

Managing all of the activities necessary within your call center can be a challenge. When you also have to integrate with third-party options, this complexity is intensified. You’ll find in this Interactive Intelligence review that the company has successfully allowed for the elimination of any call processing software supported by a third-party. Media processing has been moved to the Interactive Intelligence Interaction Media Server, taking the offering to a pure application server. The result is the creation of a private cloud, helping to increase your overall scalability and improve business continuity.

Interactive Intelligence Review: Client Visibility

If you are leveraging the Interactive Intelligence CIC to provide outsourced services to your customer base, you’ll benefit from the Interactive Web Portal. Your clients gain access to secure, real-time visibility, listening to recorded calls, monitoring live interactions and viewing overall performance reports. Any Interactive Intelligence review will also explore the benefits this provides to the large corporate call center seeking to drive productivity and increased customer deliverables.

The CIC should be a key focus within any Interactive Intelligence review as this all-in-one platform is designed to specifically meet the intricate needs of the dynamic call center environment.