5 out of 5 stars

Best Decision We Made!

We have 2 sister call centers, one in a Salesforce Classic only environment and one in a Lightning console with Omni-Channel. InGenius works beautifully in both environments but I have to say that the integration with Omni in a Lightning service console absolutely rocks! The ability to change your Omni states within the InGenius widget is MUCH easier than actually doing it in Omni :-) This solves a problem for our organization. We can now see, monitor, and coach our blended agents all within Salesforce. But a great product is only half of the equation. As impressive as the InGenius app is, their support team is even more impressive. They are dedicated, professional, super responsive (I logged a ticket and got a phone call 10 minutes later!), and extremely knowledgeable. If you're looking for a CTI solution, you need to check them out.

Technology

5 out of 5 stars

Outstanding CTI Solution

We’ve been using the InGenius CTI for 2+ years now and it’s been a great success. It’s far superior to other Salesforce CTI products that we’ve used in the past in nearly every metric: cost, stability, support, ease of use and scalability. The initial implementation was straight forward and well supported. Every interaction with a member of their team has been delightful and accommodating. Overall, an outstanding return on investment.

Healthcare

5 out of 5 stars

Customize CTI-driven workflows into ServiceNow

We chose InGenius for our 150+ agent contact center to enable the integration between Cisco and ServiceNow. They have been great to work with. We had multiple technical exchange sessions to get comfortable with the capabilities of the product. We had some unique challenges around quantity and timing of agents where the sales team was flexible and patient in arriving at a solution. The customer support has been outstanding. They are timely in response to email questions and have facilitated multiple cross organization sessions for difficult integration issues. Don't be misled by the simple user interface. The product is much more than that. Under the hood, they simplify a significant amount of complexity and integration. The ability to configure their product via the systems administration interface as well as the ability to customize CTI-driven workflows into ServiceNow is top notch. I highly recommend this product to others.

Management Consulting

5 out of 5 stars

Solid CTI Product!

We've been using InGenius at Vets First Choice for three years, and they've been really supportive through hardware changes, updates to our call center - our move to Salesforce Lightning - and a variety of different shifts and changes on our side. Their customer service is incredibly prompt and helpful when you have issues, and our account manager has given us very good guidance as we've set up new call centers and considered new telephony solutions. Absolutely recommend!

Healthcare

5 out of 5 stars

A Powerful Tool for All Business Types

Our company has a Sales team, Service team and many internal help desks. InGenius Connector Enterprise has made it possible to track phone activity on each of our platforms. The InGenius team made this one of the easiest implementations we have ever done. The team is always easy to reach and they all provide a very high level of Service. I would recommend InGenius to any company looking to integrate a CTI solution.

Finance

5 out of 5 stars

Terrific Product, Excellent Support, Wise Investment

The folks at InGenius have really delivered for us. The performance has been outstanding and any updates that were needed along the way were handled quickly and professionally. Great company to work with and terrific product. Very happy with the investment.

Finance

5 out of 5 stars

Excellent Product – Delivered Exactly What We Required

We chose the InGenius Open CTI adapter as part of a new Salesforce implementation. We were very keen to go with a pre-existing Open CTI adapter instead of a custom build and have not been disappointed. The software is highly (and easily) configurable and has allowed us to tailor it to our exact needs. It has been working very well for the past six months across two sites (London & New York) both using Mitel 3300MXe controllers. The software is backed up with excellent customer support, both from the implementation team through to the technical support. We have been impressed with the InGenius team and their knowledge of the product.

Banking

5 out of 5 stars

Partners in our Success!

I recently implemented InGenius for a Fortune 500 retail pharmacy chain. Overall, I found their implementation team great to work with. Steve was particularly helpful and very responsive to our concerns, and made our project-client team feel valued. They were able to customize the product beyond what was available to us out-of-box, and really went out of their way to ensure our success. I recommend InGenius without hesitation to anyone looking to integrate telephony with Salesforce. We have achieved great ROI with Salesforce Omni-Channel and InGenius by moving our chat-only agents to blended (chat and voice) agents.

Business & Professional Services

5 out of 5 stars

Great Support and Simple to Use Product

We enjoy using the solution from InGenius and all our users find it very easy to use. We get great insights from the dashboards and panels we have built and when we needed support it is always there. Ian, our Account Manager is a great asset to InGenius. Highly recommended.

Business & Professional Services

5 out of 5 stars

Fantastic Product, Excellent Customer Service

InGenius product is amazing! It just works as you would expect. No gotchas, no hassles. It has brought tremendous value to our organization. Their Customer Service is also outstanding! If you are looking for this type of product, look no further. InGenius is great!

Technology

5 out of 5 stars

The Obvious Choice

We evaluated the options available for the integration of our Cisco UCCX system with Salesforce and found the InGenius Connector Enterprise solution met all our requirements.

Healthcare

5 out of 5 stars

Easy to Implement with Microsoft Dynamics CRM

InGenius Connector Enterprise was not only easy to implement with Microsoft Dynamics but it was easy to use by our telemedicine physicians. Our reporting to management and the customer is much better and we reduced our call time because the tool was so intuitive. Overall, it is much better than the previous CTI Solution and as a result we are expanding the use of InGenius to our other centers around the globe.

Healthcare

5 out of 5 stars

Solid Product

Our company has used InGenius for a little over 2 years and we are very happy with it. We have about 60 call center agents that use it regularly, and we have plans to expand that number within the next 12 months. Installation, upgrades, and support have all been very smooth and the vendor is very easy to work with. Definitely recommended.

Healthcare

5 out of 5 stars

Over Delivered!

Working with the staff at InGenius software is a complete delight. I can absolutely say that they very accurately depicted what we would be getting with our purchase, and over delivered! This company cares about the client and all their needs. I would recommend InGenius to anyone wanting to enhance their ServiceNow functionality.

Education

5 out of 5 stars

Top notch CTI

We've been using InGenius for more than a year now and I could not recommend it more. From the very start, both Sales and Support teams have been very helpful. The installation was simple and everything worked right away (about an hour to set-up). The admin UI is pretty straightforward and I've been able to customize InGenius to accommodate our local requirements (translation in French, removal of some features). As a bonus, the support team has helped us add some custom features to better match our workflow. To sum it up: great team, great features, just go for it!!

Business and Professional Services