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Contact Center Solutions - Customer Interaction Center®
Customer Interaction Center (CIC) gives your contact center an innovative pre-integrated application suite and multimedia ACD capability to manage phone calls, faxes, e-mails and Web interactions from one platform. But CIC’s inherent PBX/ IP PBX call processing, voicemail, fax server and unified messaging also allow it reach throughout enterprise — empowering your contact center agents, your contact center supervisors and your business users alike to
elevate productivity and performance, as well as customer service.
Contact us to learn how to maximize the value of every customer interaction.
CIC even eases implementation and maintenance for your IT staff. 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 often associated with CTI. Also unlike hardware-centric proprietary solutions, the IP telephone-ready CIC architecture
gives your organization a clear-cut path to adopting voice over IP at any time, no bolt-on VoIP products required.
Contact Center Benefits
CIC’s proven design and open software architecture leads to benefits unique in the contact center industry, and also for the enterprise, such as:
- Faster return on investment by leveraging CIC’s unmatched functionality as a total communications solution that works with your existing PBX, or by using CIC to replace PBX equipment and add unified messaging and presence management throughout your organization for increased performance and productivity.
- Increased customer satisfaction via multimedia routing, quality monitoring and self-service options that produce the best experience possible for customers.
- A lower total cost of ownership by replacing multi-box proprietary hardware with CIC’s pre-integrated application suite and single set of business routing rules, anchored by a single administrative interface for PBX, ACD, outbound campaigns, recording strategies and other CIC functions. Also unify reporting, and reduce training costs with one intuitive set of applications for agents, supervisors and business users alike.
Contact us to learn more about the cost savings of contact center solutions.
Best of all, CIC’s built-in components and pre-integrated add-on applications give your business everything it needs in one complete solution:
- ACD with universal queuing - Rather than an automatic call distributor, CIC serves as a
flexible automatic communications distributor for phone calls, Web chats, e-mails and other events, and for any number of queues. Also use CIC’s
skills-based and media-based routing to quickly get each interaction to the right agent, business user or workgroup.
- IVR - CIC’s interactive voice response component allows you offer self-service options while customers are waiting in queue, and also
speech-enable self-service options for customer convenience your competitors can’t match.
- Screen pop - Get the right information to agents before they ever start interacting with a customer. Pre-built integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others also let system administrators avoid CTI and upgrade nightmares.
- PBX and IP PBX call processing - CIC gives you a full digital telephone system with
features like ANI, DNIS, and T-1/E-1 support, plus fully programmable dial plans, customizable routing schemes, and virtual PBX functionality for remote users.
Contact us to learn how to maximize the value of every customer interaction.
- Outbound campaign management - Interaction Dialer® pre-integrates to CIC for a
complete outbound campaign management and predictive dialing application that blends outbound campaign calls with inbound ACD calls if required.
- Multi-site routing - Interaction Director® works with CIC to leverage IP telephony and
virtually eliminate phone systems at remote sites. It also allows your contact center agents and your contact center supervisors to work from home, from your branch office, etc., and improve your agent availability and service with carrier-based pre-call and post-call routing throughout multi-site contact center operations.
- Recording, scoring and quality monitoring - Supplement CIC’s standard recording features with the pre-integrated Interaction Recorder® to digitally record calls as well as e-mails, faxes and Web chats based on configurable business rules. Flexible scoring helps maximize your agent performance, while intuitive user tools simplify recording file management and retrieval.
- Supervision and system monitoring - Enhance CIC’s already extensive supervisory and agent/ system monitoring capabilities with the Interaction Supervisor plug-in component for even more comprehensive monitoring and reporting in one readily-viewed interface.
- Customer self-service and eService automation - Offer your customers their
choice of e-mail response management, Web self-service or speech-enabled IVR to access information at their convenience. CIC’s pre-integrated architecture makes such automation easy with no legacy system limitations.
- Speech recognition - Simplify IVR processes, database access and more for your customers. CIC’s optionally available
speech recognition recognizes specific words, such as “order,” and even whole sentences, such as “I want to order the greatest hits of the ‘70s CD” when spoken over the phone.
Best fits
Customer Interaction Center is well suited for contact centers from 25-400 agents, for multi-site contact centers with thousands of agents and VoIP initiatives, and for customer-driven businesses and teleservices outsourcers with rapidly changing service requirements.
Contact us to learn more about the cost savings of contact center solutions.
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