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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-based or on-premise

Interactive Intelligence offers a complete premise-based solution, a cloud-based solution at a fixed monthly cost — Communications as a Service (CaaS) — or a managed service where we do it all. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.

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

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

Resources

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Learn about everything CIC 4.0 will do for your business.