Customer Interaction Center (CIC), gives contact centers an innovative pre-integrated application suite and multimedia ACD capability to manage phone calls, faxes, e-mails and Web interactions from one platform.
For the contact center, the enterprise and the remote and mobile workforce, the standards-based all-in-one IP platform unifies every aspect of business communications. For ACD routed multimedia interactions, feature-rich IP PBX functionality, screen and call recording, outbound dialing, voice and unified messaging, and more - aligning business communications into one powerful solution.
From call center software - including automatic call distribution (ACD), interactive voice response (IVR), speech recognition, Web collaboration, remote agent support, supervisory monitoring, predictive dialing, call recording, reporting and more - to SIP-based enterprise IP telephony, enterprise messaging, voicemail replacement, and customer self-service, CIC offers a flexible, easy-to-manage alternative to proprietary, hardware-centric solutions.
Important Features of CIC
More than just dial tone
Support 50 to 15,000 users with a single all-software, SIP-based IP PBX application suite that easily integrates with your existing business applications. With more than just dial tone, your users, agents, workgroups and mobile and remote employees get a total solution for:
PBX / IP PBX
Unified Communications
Desktop Interaction Control
Voice Conferencing
Voice mail and messaging
Contact center features
3rd Party Application Integration
CIC has an evolving library of 3rd Party Application Packages to industry leading softwares. Integration with other applications is poosible using a wide range of available connectors and techniques.
Scheduling agents in a contact center can be a full-time balancing act, especially when shift schedules must account for multiple interaction types, agent skill sets and the typical peaks and valleys in customer volume. Interaction Optimizer is a workforce management software application to optimize effectiveness and achieve service goals in multi-channel contact centers from 25 agents to thousands. The work force enriched management capability supports:
Blue Pumpkin
IEX
GMT
Aspect eWFM
Pipkins
All-in-one Contact Center Solution
Get everything your contact center needs to offer consistent, world-class service in a single pre-integrated application suite. On premise, or deployed as a hosted service, use our all-in-one platform to support from 25 to 5,000 agents or more, optimizing performance with:
ACD multimedia queuing
Speech-enabled IVR
Outbound dialing
Workforce management
Quality monitoring
Recording and tracking
Call & Interaction Recording
In any business, and especially in regulated industries such as healthcare and financial services, recording interactions is essential to optimizing agent performance, customer service and regulatory compliance.
Interaction Recorder is an all-software solution that is built into the Customer Interaction Center® (CIC) and Enterprise Interaction Center™ (EIC) solutions for multimedia recording, quality assessment control, compliance safeguards and archiving management.
Functionality in Interaction Recorder covers every aspect of recording and file management, centralized in one intuitive interface for managers and authorized end-users alike.
Rules-based recording by entity, workgroup, role, or individual
Screen recording for synchronized playback of the screen and audio recording
Multimedia recording for calls, web chats, e-mails and faxes
Categorization to archive and quickly retrieve recording files in large volumes
Integrated scoring for quality measurement, script adherence, compliance, verifications and customer satisfaction, by individual agents as well as teams
Records agents and business users alike
Security via the encryption of call recording files, audio and information about each call
Automated Outbound Dialing
Outbound and blended campaigns boost teleservices capabilities, fill sales pipelines, streamline collections and aid telemarketing and fundraising efforts. No matter your business, a well-planned, well-executed campaign can augment nearly any marketing and relationship management process and build revenues. Dramatically.
Interaction Dialer is a predictive dialer system that pre-integrates to the Customer Interaction Center® (CIC) IP contact center solution from Interactive Intelligence for outbound and blended predictive dialing, as well as for compliance options, call scripting, intelligent campaign staging and more...
Predictive, power, preview, precise and agent-less dialing
Comprehensive campaign management
Multi-site campaign management
Inbound/outbound call blending
Agent-less messaging and outbound IVR campaigns
Stage-based predicting via a patented predictive algorithm
Remote agent capable
Multiple scripting options
Contact-based rules for maximum dialing flexibility
Enterprise Messaging Versatility
Use a single standards-based IP messaging platform to replace end-of-life voice mail systems, migrate to unified messaging, and support from 100 user mailboxes to hundreds of thousands. With simple licensing, you can scale users to meet their precise messaging needs, including:
