Questions about the Interactive Intelligence Dialer

[Erlang]

Does anyone have experience with the Interactive Intelligence Dialer? I am looking for general opinions on this product. We have already bought it so please dont recommend other products, I know that Mosaix is better.

If anyone is using this dialer in conjunction with Alltel's mortgage MSP, I am very curious as to how that is working out for you.

Thanks

[ltravnicek]

What types of issues are you experiencing? Over-dialing? Too much time between calls? Complexity?

[darmento]

I would like to hear from anyone who uses Interactive Intelligence for Chat, FAQ, or E-mail response. Thanks

[Erlang]

We have not installed it yet...we use EIC for our inbound operations and are generally pleased with it..we had EIC's dialer rated as the worst in quality of the ones we were looking at, but we chose it due to cost considerations and ease of integration..so I am just looking for someone who uses it to tell me what they think about it..I want to know what to expect.

Thanks

[Marisabella]

I am in the process of establishing our guest relations department... I need to lookup, what types of devices automate the answering of inbound calls. What are the different types of "tried and true" devices are out there? How do they compare? What are the basic features? How does it integrate with your current database system? What type of CRM software do you use with it?

[Erlang]

Marisabella..

this isnt the appropriate thread for your question..

[ltravnicek]

Erlang,
The best recommendation I can make is for you to learn as much as possible about the details of the I3 dialer. Learn how the changes you make affect the performance of the system. Depending on what you want to do with it, the I3 dialer can be fine for your needs. I don't believe I3 uses an algorithm of the same complexity as an eShare or Davox or Mosaix, so predictive dialing can be dicey. Comments I have heard include unexpected results to changes made in the campaigns and a somewhat high sensitivity to pace changes. My experience with dialers in general has been that the clients who invest the most time in learning exactly how their dialer of choice works have the best (or at least the most predictable) results.

[JeffUrdan-Immequire]

We are using CIC V1.3d. We are having pretty regular crashes (1-2 per week) due to the dialer overflowing the Microsoft Messaging Que. Apparently this is a known bug that is fixed in V2.0.

I recommend you go to V2.0 before implmenting the dialer.

If you want to talk with our tech staff more directly, give me a call at 800 549 2701 x238