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Interaction Director enables the Customer Interaction Center™(CIC) solution to route calls, emails, and faxes to the location that can best handle them. That’s up to hundreds of thousands of interactions per hour using a single Interaction Director server and CIC’s multichannel ACD.
In addition to calls, emails and faxes, the CIC-Interaction Director combination just as easily routes generic media such as CRM trouble tickets and order system verifications. When used with CIC and the Interaction Process Automation™ (IPA) solution, Interaction Director makes it possible to route and automate IPA-based business process tasks and work items.
With two or more locations connected by a wide area network running TCP/IP and using CIC, Interaction Director helps smooth bumps and spikes in interaction volume.
In one seamless process, our call routing software communicates in real-time to registered CIC servers in multiple locations, gathers data relevant to queues, users, workgroups, skills and other interaction factors – then stores that data for quick access to make routing decisions automatically.
Pre-call and post-call routing in Interaction Director uses the SIP standard to allow for third-party SIP-based integration.
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