Some vendors piece together assorted systems for a contact center and call them “unified communications” and “all-in-one.” But they aren’t unified at all, or all-in-one. To manage every step of the customer experience, Customer Interaction Center™ (CIC) is an all-in-one contact center solution in the truest sense: A single pre-integrated application suite, supported on a single multichannel platform architected for SIP and voice over IP (VoIP).
Automating contact center operations has never come with so many options. Interactive Intelligence offers your choice of a complete premise-based solution, an equally complete 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 the start, your contact center welcomes customers and reaches out to them using the communications channels they choose. Then with CIC’s intuitive desktop features, your agents, supervisors and remote agents solve problems, upsell, and build customer relationships that build loyalty. And the whole time, you monitor operations to ensure superior service for every customer.
Total contact management
- Multichannel access: phone, fax, email, web, SMS, business objects
- ACD: multichannel queuing, priority and skills-based routing, email routing
- Outbound dialing
- IP PBX/PBX
- Auto attendant
- Interaction tracking
- Real-time presence management
- Built-in multi-lingual support
- Remote and at-home agents
- CRM integrations, including screen pop
- Pure blended inbound/outbound campaign management
- IVR for self-service automation, with optional speech recognition
- eServices management
Quality monitoring
Advanced functionality
Customer Interaction Center™ (CIC) is well-suited for contact centers up to 5,000 agents, as well as for business enterprises from 100 to 15,000 users. Small or large, your organization supports growth by adding servers, and licensing only what it needs. CIC is a proven solution for multi-site deployments, and especially for fully SIP-supported VoIP system implementations.
The standards-based CIC platform and its all-in-one approach to communications is every IT professional’s dream, since it enables 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
In one complete solution, CIC's inherent platform components, pre-integrated applications and easily-licensed add-on features allow your business to:
- Offer world-class customer service consistently across all communications channels
- Reduce your total cost of ownership by centralizing system administration to one interface and converging voice and data on a single network, and reduce energy and operations costs over multi-point, hardware-centric systems
- Simplify deployment, especially to remote locations and at-home agents
- Support broader integration to business systems and end-user devices
- Easily transition to VoIP
- Increase security with advanced voice encryption and fewer access points for system "break-ins"
- Support business growth and operational expansion with easy application licensing