Interactive Intelligence Reviews

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.

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.

This is an omnichannel contact center solution catering to different kinds of channels, whether they are emails, chats, calls, or generic objects, like web objects which can be routed as an interaction. I've worked with it in several sectors, including healthcare, banking, and retail businesses. From their mobile apps, we've worked with integrated group chats and custom menu-driven chat bot solutions in the healthcare sector. That included outbound dialing for appointment confirmation and on-call access to rostered doctors. It also includes confirmation calls for transactions. I'm CX team lead and we are partners with Interactive Intelligence. We are based in the Middle East. 

Being able to automate aspects such as outbound confirmation calls has saved us a lot of time and money. We've been able to develop patient relationship management systems so that when a patient calls we can see all appointments and stats including sick leave and recent doctors' appointments. It has increased customer satisfaction. The same applies to financials and integration with CRM Dynamics, Microsoft 365, and other products. We were able to incorporate all of these things into the workflow, making everything more intuitive and seamless.