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
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 every aspect of unified communications and interaction management.
Key contact center technology benefits
Imagine a single, all-in-one platform that blends all media types with your business rules in one unified system. CIC's inherent platform components, enhanced applications and easily-licensed add-on features offer broad integration to business systems and expanded mobility.
Now envision being able to do all this:
- 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
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