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The Contact Centre
If you are frustrated by complex technology that offers no benefit to customers, you can bet your customers feel the same frustration. They can call, but can't submitt e-mail inquiries, request Web chats, send faxes, send SMS messages from a cell phone or use any number of other convenient media types to contact you.
Interactive Intelligence offers an innovative, pre-integrated contact centre suite to handle all media types using one set of business rules integrated to your business systems. Configure Interactives software-based application server on your network, and replace disjointed "multi-box" communications hardware.
Best fits
Customer Interaction Centre is well-suited for contact centres from 25-400 agents, for multi-site contact centers with thousands of agents and VoIP initiatives, and for customer-driven businesses and teleservices outsourcers with rapidly changing service requirements.
Key benefits
CIC’s proven design and open software architecture leads to benefits unique in the contact centre industry, and also for the enterprise.
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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 organisation for increased performance and productivity. |
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Increased customer satisfaction via multimedia routing, quality monitoring and self-service options that produce the best experience possible for customers. |
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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. |
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Interactive Intelligence CIC
(Customer Interaction Centre)
- IP Contact Centre
- IP PBX
- Call recording & quality monitoring
- IVR & speech recognition
- Unified Messaging
- Outbound dialler
- Knowledge management
 CIC Features Overview
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| Customer Interaction Centre (CIC) |
| Customer Interaction Centre gives contact centres an innovative pre-integrated application suite and multimedia ACD capability to manage phone calls, faxes, e-mails and WEB interactions from one platform. CIC's inherent PBX/IP PBX call processing, voicemail, fax server and unified messaging also let it reach throughout the enterprise - empowering agents, supervisors and business users alike to elevate productivity as well as customer service. |
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| ACD with universal queing |
| 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 utilise CIC’s skills-based and media-based routing to quickly get each interaction to the right agent, business user or workgroup. |
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| 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. |
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| PBX and IP PBX call processing |
| CIC gives you a full digital telephone system with features like ANI, DNIS, and E-1 support, plus fully programmable dial plans, customizable routing schemes, and virtual PBX functionality for remote users. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Contact Amtel for further details and pricing |
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