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IP Communications for the Contact Center

Build a better experience for your customers

A communications platform should make your contact center a service powerhouse, with flexibility and innovation built into the design, for agility when responding to the needs of your customers. Interactive Intelligence offers a single IP communications platform and pre-integrated application suite that's both complete and agile, supplying you with everything you need to optimize performance throughout your contact center operation. When it comes to your customers, building a better experience around them gives you the ultimate customer service advantage.

A single platform that enables multi-site contact center operations worldwide Interactive Intelligence's pre-integrated application suite provides you with a single solution that blends all media types together with your business rules to deliver one fully integrated business system.

Contact Center Solution Overview

The Intelligent Contact Center

Handle and blend inbound/outbound multi-channel interactions

Deliver convenient contact options to your customers with telephone plus e-mail, Web chat, online forms and fax-inbound as well as outbound
Offer 24/7 self-service to customers with tools such as speech-enabled IVR and auto response for e-mail and Web chat

Automate multimedia routing and queuing processes

Streamline customer routing from just one location or multiple sites to the correct location, every time
Structure rules-based, skills-based and priority routing routines for calls, e-mails, chat requests and pre-defined media such as trouble tickets

Create revenue-producing outbound campaigns

Optimize revenue opportunities by monitoring and analyzing real-time campaign performance
Implement goal-oriented preview, power, precise and "agent-less" multi-modal campaigns that target distinct customer groups at specific times of the day or week

Administer everything in a single environment

Manage every aspect of the communications system-local and remote users, lines, stations business applications, IP networks, SIP devices, digital phone connections, security access, moves, adds and changes-from one interface

Enhance contact center and agent performance

Maintain complete customer records with detailed purchase habits and preferences
Identify cross-selling/up-selling opportunities using tracking, reporting and CRM functionality
Guide agents to offer personalized services intuitively-with screen-popped data and service scripts tailored toward specific customers

Raise service levels with quality monitoring

Access a single environment for synchronized voice and screen recording and whisper coaching, agent scoring and e-mail tracking
Utilize real-time queue and system statistical viewing
Deliver rapid automated SMS message alerts to agents and staff, including visual and audio alerts

Increase the level of accuracy in your forecasts and schedules

Obtain historical ACD data to use for fact-based forecasting and scheduling, all from a single workforce management application
Continuously monitor schedule adherence in a real-time environment

Unify communications on the desktop

Empower agents to work smarter not harder with the ability to manage calls and queued chats and e-mails in one place
Increase effectiveness with real-time presence management controls and application integration that puts customer information and business processes in one place- the desktop

Performance Throughout Your Contact Center	Customer Interaction Center®
Total contact management
IP PBX · PBX
ACD · multimedia queuing · priority & skills-based routing · e-mail routing
Auto attendant · structure voice menus, prompts
Interaction tracking
Real-time presence management
Multi-lingual support
Remote and at-home agents, mobile workers
CRM integrations · screen pops, database lookups, embedded call controls
Outbound dialing · predictive, power, preview, precise, multi-modal campaigns
Pure blended inbound/outbound campaign management
IVR · intelligent speech recognition · self-service automation
Graphical application generator · deploy enhanced interaction applications
Quality monitoring
Real-time continuous monitoring
Multi-channel interaction recording · on-demand, rules-based
Knowledge management, e-mail/Web auto response
End-to-end reporting · ad-hoc custom reporting
Agent monitoring/mentoring/scoring
User-definable alarms · Alert monitor view
Real-time system/agent/workgroup supervisory monitoring & alerts
Screen recording
Post-call satisfaction surveys
Advanced functionality
Knowledge management, e-mail/Web auto response
Workforce management
Multi-site interaction routing
Third-party integration tools: LDAP, SOAP, XML, TCP/IP Sockets,
Complete Customization
Specifications
Single point of administration · phone auto-provisioning
Enhanced security · TLS and SRTP standards, audio/call encryption
Multi-site support
Switching flexibility - TDM, IP-based (SIP), hybrid TDM/IP for staged migration, Cisco TAPI
Third-party PBX integrations