Customer Interaction Center for the Contact Center

Manage the service experience on a single-platform.

​Customers expect nothing less than service excellence when they contact you. In fact, they deserve the most efficient and knowledgeable experience you can give them. With the Customer Interaction Center™ (CIC) from Interactive Intelligence, you deliver an exceptional experience to every customer you serve.

One platform to manage the service experience

CIC gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems. Real time and historical information organize the service experience in a seamless and expedient manner. Enable CIC’s powerful IP communications alongside existing resources and new technologies, and interaction processing power becomes even greater.

Features to improve operational performance

Ultimately, CIC’s suite of integrated contact center applications brings interaction processes and customer service best practices together. And when needed, scale to advanced functionality via CIC’s simple application licensing.

Cloud or on-premises

Interactive Intelligence offers the choice of a complete on-premises solution, a cloud solution at a fixed monthly cost — or a managed service where we do it all.

Exceed customer expectations

The CIC solution allows your contact center to take a highly personalized, all-in-one approach to customer care. This lets you better anticipate — and exceed — customer expectations.

  • Manage and blend inbound/outbound multichannel interactions, and give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media
  • Automate multimedia queuing and routing processes to quickly connect customers with a knowledgeable agent
  • Develop and manage creative outbound campaigns to build your brand, build loyalty, and open new revenue-streams
  • Improve agent training and agent performance — remote agents included
  • Elevate service levels and customer satisfaction with real-time monitoring and full-time operational visibility; metrics let you increase the accuracy of forecasts and schedules
  • Unify communications on the desktop for agents, at-home agents and supervisors – as well as business users and knowledge workers across the enterprise
  • Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard while supporting at-home agents, remote locations and mobile employees

Multichannel ACD



Voice Routing

  • Create positive customer experiences through sophisticated, flexible routing.
  • Route based upon: skills, agent expertise level, region, sales opportunities, customer priority, demographics, utilization, cost of service, databased lookups, context and conditions within contact center, disaster recovery, and more.

Web Chat

  • Meet customer preference for digital communications by providing live online help via desktop or smartphone.
  • Customers can: Connect with live agents for real time assistance; request call back with a click. Agents can: Proactively reach out to customers and manage multiple chat sessions at once.

Email Response

  • Meet customer expectations for rapid, accurate and personalized email response.
  • Route emails to the agent or group most qualified and available to respond to the query.
  • Intelligently handle replies with an ACD queue, with volumes tracked in CIC real time and historical reporting tools.
  • Natural response model offered for agent.

SMS

  • Serve mobile customers and create positive experiences through inbound and outbound SMS routing.
  • Treat SMS as a separate outbound touch point.
  • Route text messages along with other interactions according to business rules. Supervisors can monitor and track SMS like any other interaction.
  • Allow a customer and an agent to have a chat like conversation using SMS.

Reporting

CIC’s all-in-one platform, with its single routing engine, enables monitoring and tracking for all interaction types.

  • Historical reporting
  • Real-time supervisory monitoring
  • Configurable alerts
  • Metrics, KPIs
  • Recording
  • Quality evaluations
  • Interaction history

Real Time Monitoring

  • Get alerts and notifications about critical events and exceptions.
  • Share alerts among multiple users.
  • Drill-down capabilities on selected stats.
  • Gain access to information regarding performance in line of business queues or agents.
  • Access service level data in real time, and compare it to the previous period or shift performance.

Historical Reports

  • Gauge performance to align operations to business goals.
  • Identify problem areas that require improvement.
  • Use a standard report or template to customize reports to your needs.
  • Predefined reports include: queue performance, interactions details, line utilization, IVR activity, agent productivity, and WFO.

iPad Supervisor

  • Monitor and manage the center from anywhere, at any time – with only a data connection back to the contact center.
  • Freedom to move around the contact center floor to better assist agents.
  • Engage with an intuitive interface – swipe screen.
  • Give mobile supervisors a detailed look at the floor to quickly find agents who need assistance.

Voice Self Service

  • Effectively automate simple, repetitive tasks.
  • Configure CIC IVR applications and schedules in a single graphical application generator.
  • Start with CIC IVR as a point solution and add the full CIC suite later or vice versa.
  • Add Nuance Speech Recognition or build in speech with Interaction Speech Recognition.

Interaction Speech Recognition

  • Get a built-in, cost-effective solution with accurate, flexible speech enablement.
  • Select speech in accordance with the complexity of your application.
  • Eliminate the need for a separate ASR server by running directly on media server.
  • Personalize your customer’s first impression of your business.
  • Increase self-service completion rates by offering more natural interactions.

Find a partner that cares as much about your business as you do

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

  • Client Success – Partner with a team committed to your success
  • Professional Services – Tap into experience from thousands of deployments
  • Education – Get the training you need to hit the ground running
  • Support – Ensure the heart of your business doesn’t skip a beat