The Contact Center.
One Complete Platform. Open Software Flexibility.
Build an exact, scalable solution for your contact center in modular
fashion and adapt to changing customer and market requirements by incrementally
adding multimedia features and user agents as needed.
Interactive Intelligence’s Customer Interaction Center (CIC) IP application
suite includes every feature a contact center needs to establish new trends
in managing multimedia customer contacts and IP communications – efficiently
and consistently. As a standards-based solution, the CIC software requires
no multi-box hardware or customization, centralizes administration in a single
interface, and reduces the complexity of implementation and management. The
elements of CIC’s total contact management are:
- PBX, IVR, ACD, CTI, Multimedia Queuing
- eServices and Knowledge Management
- Quality Monitoring and Scoring
- Skill-based Routing
- CRM & Screen Pop
- Outbound Dialer
- VoIP
Interactive Intelligence’s CIC was designed with IP Telephony as its
foundation. Today, the enterprises generally use traditional legacy TDM PBX
systems. Although the future is with VoIP, most companies are not willing to
move to VOIP overnight. CIC solution can easily integrate with an existing PBX
system, allowing the ability to move to VOIP while leveraging the existing PBX
investments.
CIC can work with many different legacy TDM PBX systems as well as with other
VoIP systems like Cisco. This integration flexibility is highly valued by
companies that end up with variety of PBX systems through acquisition of other
entities. The CIC offers an ideal way to lower the cost of integrating and
managing a variety of PBXs at these geographically dispersed call centers.
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