Customer Interaction Center® The Contact Center PBX, ACD, IVR, CTI and more.. Customer Interaction Center gives contact centers an innovative pre-integrated application suite and multimedia ACD capability to manage phone calls, faxes, e-mails and Web interactions from one platform.

Key Benefits

Faster return on investment Faster return on investment by leveraging CIC’s unmatched functionality as a total communications solution that works with your existing PBX.. Increased customer satisfaction 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 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.

Features

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 utilize 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 lets 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. 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 l everage IP telephony and virtually eliminate phone systems at remote sites. Also allow agents and supervisors to work from home, from a branch office, etc., and improve 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 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 p lug-in component for even more comprehensive monitoring and reporting in one readily-viewed interface. Customer self-service and eService automation. Offer 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 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.