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Customer Interaction Center™ (CIC) has always been a powerful all-in-one solution for IP business communications. Now with the release of 4.0, CIC provides an architecture that’s even more powerful, user tools to make the customer experience even more satisfying, and management tools that improve the performance of any business — dramatically.
Customer Interaction Center (CIC) has always been a powerful all-on-one solution for IP business communications. Now with the release of 4.0, the platform pushes forward into the next wave of intelligent business communications.
With version 4.0, the CIC server becomes a pure application server. All audio processing is now handled by the Interaction Media Server™ appliance, freeing up resources on the CIC server to greatly increase the reliability of the whole solution and enhance scalability at the same time.The scalability increases in version 4.0 are not just small incremental percentages. In some cases they are 5 to 7 times greater than the previous release of CIC.CIC 4.0 operational efficiencies compared to CIC 3.0The fundamental changes in CIC 4.0’s architecture allow organizations of all sizes to take advantage of new options including virtualization of the CIC server and building their own private cloud as they plan for future communication needs.
CIC 4.0 has a wide array of improved features at the agent and business user level, at the supervisor level, and at operational and executive levels. These features not only enhance the user experience, they also directly relate to providing better customer service.With features that include WrapUp Codes, Workgroup Activation, Advanced Transfer and many others, the Interaction Web Client™ has been upgraded from a solid desktop enterprise client to a well-rounded option for contact center agents.CIC 4.0 also introduces a new product, Interaction Web Portal™. For internal stakeholders as well as for outsourcers’ clients, the Interaction Web Portal offers greater visibility into how their contact center operations are performing. In one comprehensive environment, persons who’ve been given access to the Web Portal have the ability to monitor agents in real-time, listen to recordings, and report and track agent and queue activity — all to keep a pulse on their contact center.CIC 4.0 users also will notice significant improvements to email handling, including support for thread discussions, enhanced HTML support, tighter integration to Microsoft® Outlook®, and a more natural email response model overall. And for the agent-supervisor experience, a new agent assistance facility allows agents in need of help to have their request queued to one or many supervisors, and then enter into a live chat about the current interaction.
More than any previous version of CIC, version 4.0 provides a total and intelligent real-time view of what the CIC system and every user is doing, at any point in the service process.Contact center managers have always struggled trying to decide which interactions need their immediate attention. To address this issue, CIC 4.0 introduces Interaction Analyzer™, a real-time keyword/phrase spotting application that brings speech analytics to the CIC platform. Interaction Analyzer monitors, scores and alerts managers to any issues that might arise on a call, all in real-time.Interaction Supervisor®, while not a new product, has been significantly upgraded and is now part of the Interaction Center Business Manager. Interaction Supervisor is now a .NET module, which affords greater scalability for larger contact centers. And with a new reporting architecture, all levels of management will have a more detailed view of their contact center operations. See the What’s New handout for more details on CIC 4.0.
With each release of CIC, we continue to make impressive strides in scalability and reliability as we add new features. But we don’t rest between full releases. Instead, we constantly implement new enhancements to all parts of the Interaction Center Platform. Below are just some of the additions we’ve added with recent service updates.
Interaction Client Web Edition now includes the capability to add, edit, and remove contacts to and from the Private Contacts list. Prior to this release, it was only possible to view and dial from the Private Contact list.
Scorecard searchingA new scorecard-based search gives supervisors the ability to search based on several different attributes – and then view the resulting scorecards. New search attributes include:
Archiving and bulk export of recordingsA new archiving feature provides the ability to automatically archive recordings using Interaction Recorder Policy Editor. In Interaction Recorder 4.0 SU3 and later, you can archive recordings to manage recorded interactions such as calls, emails, and screen recordings.
The Interaction Web Portal (IWP) product is now available in IC 4.0. Features include access to statistics, recordings, reports, and live call monitoring. IWP provides web access to contact center supervisors and agents as well as stakeholders outside the contact center.
Interaction Marquee is now available in IC 4.0 and allows users to view and display real time statistics on wall boards, LED screens, monitors, and smartphone mobile devices. Marquee 4.0 utilizes the IWP framework and brings a simpler approach to sharing contact center statistics with workgroups and organizations.
This new client mode allows you to run Interaction Client using a smaller footprint and provides a compact view of your current interactions. If you have the appropriate security right, you can switch between the full Interaction Client view and one of two smaller views. Interaction Client Mini Mode supports all media types.
The Interaction SIP Bridge is a new application that allows a remote worker to use a supported IP phone and VPN connection with no additional hardware. It is the specialized, licensed version of the Interaction SIP Proxy that can bridge SIP, RTP, and HTTP provisioning information from a private LAN to a VPN tunnel.
A SIP phone on the local network can be configured and operated as a managed station on an IC server via the Interaction SIP Bridge. No configuration is necessary on the remote user’s SOHO router/firewall.
Support for the following integrations is included in IC 4.0:
IC 4.0 now includes these new language models for Interaction Analyzer:
This integration allows agents to easily view and work in a customer’s screen. The integration offers both co-browsing and the ability to share screens between contact center agents and customers.
We continue the ongoing evolution to enhance the web version of our administrative interfaces. The web edition is a valuable part of our cloud-based solutions. With SU1, we added a second phase of features to the new Interaction Administrator - Web Edition, including full control for the following areas:
What's New in 4.0
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