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Interactive Intelligence Customer Interaction Center
Customer Interaction Center
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. But CIC’s inherent PBX/ IP
PBX call processing , voicemail, fax server and unified messaging
also let it reach throughout enterprise — empowering agents,
supervisors and business users alike to elevate productivity and
performance as well as customer service.
CIC even eases
implementation and maintenance for IT staff. As a standards-based
solution, the CIC software requires no multi-box hardware or
customization, centralizes administration in a single interface, and
reduces the complexity often associated with CTI. Also unlike
hardware-centric proprietary solutions, the IP-ready CIC
architecture gives organizations a clear-cut path to adopting voice
over IP at any time, no bolt-on VoIP products required.
Best of all, Customer
Interaction Center’s built-in components and pre-integrated add-on
applications give your business everything it needs in one complete
solution.
ACD with universal queuing. Rather than an automatic call distributor, CIC
serves as a flexible automatic communications distributor for phone
calls, Web chats, e-mails and other events, and for any number of
queues. Also utilize CIC’s skills-based and media-based routing to
quickly get each interaction to the right agent, business user or
workgroup.
IVR. CIC’s interactive voice response component lets
you offer self-service options while customers are waiting in queue,
and also speech-enable self-service options for customer convenience
your competitors can’t match.
Screen pop. Get the right information to agents before they
ever start interacting with a customer. Pre-built integrations to
popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft
and others also let system administrators avoid CTI and upgrade
nightmares.
Outbound campaign
management. Interaction Dialer® pre-integrates to CIC for a
complete outbound campaign management and predictive dialing
application that blends outbound campaign calls with inbound ACD
calls if required.
Multi-site routing. Interaction Director® works with CIC to l everage
IP telephony and virtually eliminate phone systems at remote sites.
Also allow agents and supervisors to work from home, from a branch
office, etc., and improve agent availability and service with
carrier-based pre-call and post-call routing throughout multi-site
contact center operations.
Recording, scoring and
quality monitoring. Supplement CIC’s standard
recording features with the pre-integrated Interaction Recorder ® to
digitally record calls as well as e-mails, faxes and Web chats based
on configurable business rules. Flexible scoring helps maximize
agent performance, while intuitive user tools simplify recording
file management and retrieval.
Supervision and system
monitoring . Enhance CIC’s already extensive supervisory and
agent/ system monitoring capabilities with the Interaction
Supervisor p lug-in component for even more comprehensive monitoring
and reporting in one readily-viewed interface .
Complete workforce
management. Use the integrated Interaction Optimizer™
application to combine CIC’s historical ACD data with market
projections for demand forecasts and scheduling, and its real-time
adherence features to ensure optimal staffing at all times.
Interaction Optimizer also leverages Interaction Recorder and
Interaction Supervisor to keep agent performance and service at peak
levels.
Customer self-service and
eService automation. Offer customers their
choice of e-mail response management, Web self-service or
speech-enabled IVR to access information at their convenience. CIC’s
pre-integrated architecture makes such automation easy with no
legacy system limitations.
Speech recognition. Simplify IVR processes, database access and more
for customers. CIC’s optionally available speech recognition
recognizes specific words, such as “order,” and even whole
sentences, such as “I want to order the greatest hits of the ‘70s
CD” when spoken over the phone.
Best fits
Key benefits
Faster return on investment by leveraging CIC’s unmatched functionality as a
total communications solution that works with your existing PBX, or
by using CIC to replace PBX equipment and add unified messaging and
presence management throughout your organization for increased
performance and productivity.
Increased customer
satisfaction via multimedia routing, quality monitoring and
self-service options that produce the best experience possible for
customers.
A lower total cost of
ownership by replacing multi-box proprietary hardware with
CIC’s pre-integrated application suite and single set of business
routing rules, anchored by a single administrative interface for
PBX, ACD, outbound campaigns, recording strategies and other CIC
functions. Also unify reporting, and reduce training costs with one
intuitive set of applications for agents, supervisors and business
users alike. |
Contact Us Toll Free: 800 778 2927 |
