Interactive Intelligence
Customer Interaction Center®
Customer Interaction Center (CIC) is a single all-in-one platform to meet the demanding needs of your contact center. This SIP architected solution delivers multimedia ACD routing, outbound dialing, call and screen recording, speech-driven IVR, and much more. CIC is a unified application suite that makes agents more effective and the customer experience a superior one.
Unified business communications for the contact center
A communications platform should make your contact center a service powerhouse. But power requires flexibility — and innovation — for the multi-channel agility you need to respond to customer demands.
CIC gives your contact center a single IP communications platform, offered on-premise or as a hosted service that's both innovative and agile. Innovative in its all-in-one, open standards architecture for multi-channel interactions as well as SIP and VoIP. Agile in its unified application suite for every aspect of the customer experience. And complete…in that you get everything required to improve performance throughout your center’s operation.
- PBX/IP-PBX
- ACD/multimedia queuing
- Quality monitoring & reporting
- IVR & self service automation
- Knowledge management
- Workforce management (WFM)
- eService automation
- Remote agent capabilities
- Outbound dialing
- Multimedia recording
- Screen recording
- Agent scoring
- Multi-site routing
- Customer Satisfaction Surveys
- Speech Recognition
- Unified communications & voice mail
Key benefits
Imagine a single, all-in-one platform that blends all media types with your business rules in one unified system. Now envision it allowing your contact center to do all this:
- Manage and blend inbound/outbound multi-channel interactions
- Automate multimedia routing and queuing processes
- Create revenue-producing outbound campaigns
- Improve agent performance, remote agents included
- Elevate service levels and customer satisfaction
- Increase the accuracy of forecasts and schedules
- Simplify administration in a single, central environment
- Unify communications on the desktop
- Connect multi-site operations with a single platform