Manage the service experience on a single platform
Customers expect great customer experience every time. They deserve the most efficient and knowledgeable experience you can give them. With PureConnect powered by the Interactive Intelligence Customer Interaction Center™ (CIC), you can deliver an exceptional experience to every customer you serve.
Exceed expectations and build loyalty
PureConnect allows your contact center to take a highly personalized, all-in-one approach to customer care. This approach lets you better anticipate — and exceed — customer expectations.
- Give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media
- Connect customers with a knowledgeable agent faster
- Develop and manage creative outbound campaigns to build your brand and customer loyalty, and open new revenue streams
- Improve agent training and agent performance — remote agents included
- Elevate service levels and customer satisfaction with real-time monitoring and full-time operational visibility
- Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard
- Support at-home agents, remote locations and mobile employees with ease
- Take advantage of work-at-home agents to address staffing challenges, retain/attract talent and develop a work from home call center
Improve operational performance with PureConnect
PureConnect brings together leading-edge call center technologies, interaction processes and customer service best practices. And whenever needed, advanced functionality can be added via simple application licensing.
- ACD/multimedia queuing
- Quality monitoring and reporting
- IVR (interactive voice response) & self service automation
- Knowledge management
- Workforce management (WFM)
- Real-time speech analytics
- Outbound dialing and predictive dialing
- Multimedia recording
- Screen recording
- Agent scoring
- Multi-site routing
- Customer satisfaction surveys
- Business process routing and tracking
One platform to manage the service experience
PureConnect gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems. Real time and historical information organize the service experience in a seamless and expedient manner. Enable PureConnect’s powerful IP communications alongside existing resources and new technologies, and interaction processing power becomes even greater.
Cloud-based or on-premise PureConnect
Your PureConnect implementation can be a complete on-premise solution, a cloud-based solution at a fixed monthly cost — Communications as a Service (CaaS) — or a managed service where we do it all. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.
from our customers
Because of CIC’s open, software-based architecture, we were able to quickly and easily add new agents, which minimized disruption to our business.