Contact Center Solutions

A single fully-integrated software solution for the contact center.

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.

Cloud or on-premises… you choose your contact center solution

Interactive Intelligence offers the choice of a complete on-premise solution, a cloud solution at a fixed monthly cost — or a managed service where we do it all. You can even seamlessly migrate your cloud solution to your own site at any time without incurring downtime or losing your applications.

Exceed customer expectations and build loyalty

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

  • Give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media
  • Connect customers with a knowledgeable agent faster
  • Develop and manage creative outbound campaigns to build your brand and customer 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
  • Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard
  • Support at-home agents, remote locations and mobile employees with ease

Improve operational performance and achieve better customer service

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

  • PBX/IP-PBX
  • ACD/multimedia queuing
  • Quality monitoring and reporting
  • IVR and self service automation
  • Knowledge management
  • Workforce management (WFM)
  • Strategic Planning
  • Real-time speech analytics
  • Outbound dialing
  • Multichannel recording
  • Screen recording
  • Agent scoring
  • Multi-site routing
  • Customer satisfaction surveys
  • Business process automation

Resources

New Research Study
Download new Customer Service Experience research study