Customer Interaction Center

 

The most comprehensive all-in-one solution for unified communications
For your contact center, the Customer Interaction Center (CIC) solution is an all-in-one application suite to manage all contact center interactions on one platform architected for SIP and voice over IP (VoIP).


CIC is a powerful application for managing phone calls, web chats, faxes and email, for all of your business users, agents and, supervisors. Workforce performance and customer service will reach levels you never thought possible with features that bridge the gap between location and technology, allowing you to take advantage of of every aspect of unified communications and interaction management.

 

Key benefits
In one complete unified communications solution, CIC's inherent platform components, enhanced applications and easily-licensed add-on features offer broad integration to business systems and expanded mobility, which is a benefit to any business. It’s even more beneficial when that same IP PBX telephony solution lets your business:

 

  • Simplify deployment
  • Empower your mobile workforce
  • Enhance collaboration
  • Offer world-class customer service
  • Support broader integration to business systems and end-user devices
  • Replace multiple legacy hardware communication systems with a single all-in-one platform and application suite architected for SIP and networked VoIP
  • Reduce your total cost of ownership by centralizing system administration to one interface, converging voice and data on a single network, and lowering overall maintenance
  • Increase security with advanced voice encryption and fewer access points for system "break-ins"
  • Support business growth and enterprise expansion with simple application licensing

 

Sized to fit your business
Customer Interaction Center is well-suited for contact centers from 25 to 5,000 agents and gives you advanced features including IVR, screen recording, workforce management, multi-site routing and more.

Solutions for the contact center:

 

  • IP PBX/PBX
  • ACD with built-in multi-channel queuing
  • Speech-enabled interactive voice response (IVR)
  • Recording, scoring and quality monitoring
  • Outbound campaign management
  • Customer self-service and eService automation
  • Workforce management (WFM)
  • Supervision and system monitoring
  • Remote agent capabilities
  • Unified communications messaging and voice mail

 

Unified business communications for the enterprise
Success in business these days takes more than the telephone and traditional PBX equipment. It requires IP telephony solutions to support voice over IP (VoIP), open standards like SIP, mobile workers and the unified voice and data communications business now demands. The Customer Interaction Center (CIC) IP PBX software application suite supports 100 to 15,000 business users, offers complete phone system capability, Microsoft® application integrations, messaging, remote and mobile access, and contact center features.

Solutions for the Enterprise:

 

  • Full-featured operator console
  • A single intuitive desktop interface that equips users with real-time presence management controls, corporate and workgroup directories, and conferencing
  • Empower remote workers by allowing them to easily connect for voice and data access
  • Enable mobile employees outside the office with features like one-number Follow-Me/Find-Me , speech-enabled messaging, unified messaging and voice mail
  • Reporting
  • Central administration, plus auto-provisioning for phones

 

Features for contact centers

 

  • ACD with built-in multichannel queuing
  • Web services and Internet chat server
  • Quality monitoring
  • Integration to CRM and business applications
  • Knowledge management and auto response
  • Workgroup options

 

For IT professionals
In a word, the standards-based CIC platform and its all-in-one approach to unified communications is every IT professional’s dream, enabling IT teams to:

 

  • Centralize administration in a single interface to ease implementation and maintenance
  • Replace multi-point legacy systems and reduce the complexity associated with CTI
  • Easily migrate to VoIP via the SIP standard
  • Deploy an all-software IP version of CIC using standard off-the-shelf servers to keep overall costs low… and the IT learning curve even lower

 

CaaS or premise-based unified communications solution
Different organizations have different needs. Interactive Intelligence provides skills-based routing, real time dashboards and alerting to enhance your customer service as either a premise-based solution or as an on-demand Communications as a Service (CaaS) offering. Your choice.