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Interaction Web Portal (IWP) seamlessly integrates with Customer Interaction Center™ (CIC) to give decision makers an open window into their business and customer service operations.
With IWP, stakeholders from within and outside the contact center get a single, inclusive environment to view near-real-time statistics, pull historical reports, hear live agent calls, and listen to call recordings —anytime, anywhere via secure web access.
Empower executive management and key stakeholders to access critical business information, operational data and reports on their schedule and in one place. Organizational leaders access all the information they need, while the CIC system administrator controls which reports are made available.
A contact center outsourcer must be able to provide reports and statistics regarding their program’s operations, often to multiple end clients. But they must also be able to maintain separation between each client’s data and operations. IWP equips a CIC administrator to partition and create unique views and access for each end client and their users. Securely.
Promote agent growth and continued improvement. IWP allows contact center agents to access their own call recordings, along with any associated score cards, from their management and quality monitoring team. From there, the path to becoming a more effective agent is endless.
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Interaction Web Portal
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