Customer Interaction Center®

The most comprehensive all-in-one business communications solution for the Enterprise

PBX/IP PBX, ACD, IVR, CTI, UM and more

Customer Interaction Center delivers an innovative pre-integrated application suite to manage all business communications on one platform. CIC's powerful contact center applications and PBX / IP PBX call processing, voicemail, fax server and unified messaging capabilities extend its reach throughout the enterprise - connecting and empowering agents, supervisors and business users, to elevate productivity, performance and customer service.

Our standards-based, all-in-one solution centralizes administration in a single interface, reducing the complexity associated with CTI, and easing implementation and maintenance for IT staff. Unlike hardware-centric, proprietary solutions, the CIC architecture gives organizations a clear-cut migration path to Voice Over IP. An all-software IP option allows IT to deploy CIC with standard, off-the-shelf servers, keeping overall costs low and IT’ s learning curve even lower.

Customer Interaction Center is well-suited for contact centers with 25-5,000 agents, large businesses with 1,000 or more users, complex multi-site deployments, and organizations interested in benefiting from a SIP-based VoIP system. CIC's built-in components and pre-integrated add-on applications give you everything you need to achieve excellence in business communications--in one complete solution.

Customer Interaction Center (CIC) feature highlights:

• IP PBX/PBX Call Processing
• Unified Messaging or Voicemail
• Presence Management
• Mobility
• ACD with built-in multi-channel queuing
• Recording, scoring and quality monitoring
• Interactive Voice Response (IVR)
• Outbound Campaign Management
• Multi-Site Routing
• Supervision and System Monitoring
• Complete Workforce Management
• Customer Self Service and eService Automation

Key benefits

CIC’s proven design and all-in-one, open software architecture lead to unique benefits, in the contact center and throughout the business as a whole by replacing multi-box proprietary hardware with our all-software architecture and pre-integrated application suite.

Faster return on investment

• Leverage CIC’s unmatched functionality and use it as your PBX, ACD, and IVR, as well as your Quality Monitoring, Outbound Predictive Dialing, and Voicemail Server application
• Eliminate complex integration work and begin to use the applications right after deployment
• Modify applications quickly as your communication needs evolve for business agility

Increased customer satisfaction

• Link business and contact center users together for seamless customer handling no matter what department customers are trying to reach, or method of contact they are using.
• Focus on quality and efficiency by leveraging CIC’s pre-integrated multi-channel routing, quality monitoring, workforce management, speech-enabled IVR and web self-service capabilities

A lower total cost of ownership

• Eliminate the expense of complex telephony boards and reduce the cost of primary, backup, and disaster recovery systems
• Simplify your deployment and long term system maintenance with a single set of business rules for PBX, multi-channel ACD, IVR, blended interactions, quality monitoring, workforce management and more
• Unify administration, communications security policies, and reporting with one intuitive set of applications for agents, supervisors and business users

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Add contact center
functionality

Interaction Dialer®
Interaction Recorder®
Interaction Supervisor
Interaction Optimizer™
Interaction Director®
Interaction Message Indicator™

Contact Center Solutions Overview

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