Contact Interaction Center (CIC) allows your contact center to quickly adapt to changing customer and market requirements with its open architecture and modular design. Add features as you need them, including ACD and multimedia queuing, skills-based and priority routing, PBX, IVR, recording, fax server, Web services, quality monitoring, and a unified desktop user interface for formal and informal agents as well as supervisors. CIC even provides the switching required for call routing, and supports easily integrated applications from the Interactive Intelligence product lineup for self-service automation, outbound and blended campaigns, multi-site routing, multimedia recording, interaction tracking, and advanced supervisory control.

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).

From this single platform, CIC's powerful applications equip agents, supervisors, and IT managers alike, whether they’re office bound or working remotely. Thereafter, workforce performance and customer service reach levels you never thought possible with features for every aspect of unified communications and interaction management.

Key benefits

In one complete unified communications solution, CIC's inherent platform components, pre-integrated applications and easily-licensed add-on features allow your business to: