Converged IP Communication Solutions for the Contact Center
Increase productivity and collaboration. Reduce costs. Enter a new dimension of functionality and ROI. Our all-in-one, software-based Customer Interaction Center™ (CIC) from Interactive Intelligence is transformative. The power of converged IP communications changes everything.
You support multichannel and multimedia communications through a unified platform. Business users, remote users, mobile workers, contact center agents, and at-home workers manage incoming and outgoing calls, emails, chat sessions and more through a single network and application. They are equipped with real-time presence controls, corporate and workgroup directories, and conferencing.
When the contact center and the enterprise join forces, a new operational standard emerges. Centralized voice and data access, speech enabled messaging and Follow Me/Find Me capabilities ensure that users are connected regardless of where and how they operate.
Whether in the contact center, working at home, stationed at a branch office, or traveling; your employees, agents and managers are empowered to elevate productivity, performance and service levels. Users enjoy a seamless experience regardless of the network/device through which they gain access. And with IP telephony handling your voice and data transport, telecom expenses sharply decrease. It's a key productivity enabler that reduces costs and complexities.
Our IP communications solutions provide:
- Unified communications for the contact center and the enterprise
- A single platform for converged voice and data traffic
- A unified desktop application for managing communications and interactions
- Capabilities for enabling remote/mobile employees and empowering them to perform
- The ability to scale from 100 users to more than 15,000 users through a single solution
They enable you to:
- Increase employee productivity and satisfaction
- Reduce costs by converging voice and data on a single network
- Reduce complexity and costs by replacing multiple legacy hardware communication systems with a unified platform architected for SIP and networked VoIP
- Reduce administration costs and streamline processes through a centralized system
- Improve customer service through increased responsiveness and availability
- Easily migrate to VoIP
Overview
The Challenge
Email. Chat. Web. Multimedia. Instant Messaging. SMS. These communications are now an integral part of our lives. Businesses cannot simply support these technologies; they must embrace multi-channel connectivity to stay in front of techno-savvy consumers and workers. In the past, this involved a substantial investment in hardware-based components to support each channel. Along with costs, administrative complexities sharply increased.
Now there's a better way.
Interactive Intelligence's Customer Interaction Center® IP communications solution enables you to deliver multi-channel and multimedia communications through a unified platform. It supports your business users, remote users, mobile workers, contact center agents, and at at-home workers. Through a single network and application they manage incoming and outgoing calls, emails, chat sessions and more.
CIC eliminates the time and productivity losses associated with managing interactions across channels and connecting with key contacts across the enterprise. It equips users with a consolidated message box, real-time presence management controls, corporate and workgroup directories, and much more. Conferencing and collaboration tools improve employee accessibility. Simplified access to information and subject matter expertise improves productivity and decision making—responsiveness to customer needs rises.
Outside of the office, your users easily connect to the corporate system for voice and data access. Features like one-number, Follow-Me/Find-Me, and speech-enabled messaging ensure your mobile workers are readily connected and available. Users enjoy a seamless experience regardless of the network/device through which they gain access. And with IP telephony handling your voice and data transport, telecom expenses sharply decrease.
Our solution is well suited for enterprises with 100-15,000 users, complex multi-site deployments, and organizations interested in benefiting from an SIP-based VoIP system.
A standards-based, all-in-one solution, CIC centralizes administration within a single interface. It reduces the costs and complexity associated with computer telephony integration (CTI), simplifying implementation and maintenance for IT staff. And as an all-software solution, CIC uses standard, off-the-shelf servers. IT quickly ramps-up. Your costs remain low.
And unlike hardware-centric, proprietary solutions, our architecture gives you a clear-cut migration path to VoIP. You can replace all of your legacy hardware communications systems, or just a portion. With our solutions, you ease into VoIP on your terms, at your own pace knowing you can easily scale as your needs change.
Capabilities
Our IP communications capabilities include:
Our unified communications platform, Customer Interaction Center, blends your business rules with all media types in a single solution.
CIC provides a complete phone system for your business users, unified messaging and mobile access, and seamless integration with your Microsoft business applications. It includes advanced features for your contact center like IVR, screen recording, multi-site routing and more. Its inherent capabilities include:
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Handle and blend inbound/outbound, multi-channel interactions: calls, faxes, emails, web chats, SMS, and online forms. CIC provides independent call queuing, routing, and reporting functionality for all channels.
Through a single, intuitive desktop interface, browser, Outlook inbox, or our ePowerCenter CRM application; your users manage incoming/outgoing calls, chats and emails, voice mails, and faxes. They can manage their presence (such as "on the phone," "at lunch" and "in a meeting"), access workgroup directories, contact lists, instant message, conference in associates for assistance, and much more. This is all accomplished through point-and-click controls.
For extremely granular control of their interactions, users can configure individual call rules. They can route specific calls to their cell phone, screen and view their missed calls, or have the system track them down when away from their desk. This ensures that all priority calls are received and properly managed.
Road warriors and remote employees easily connect to CIC via their home phone/Internet connection, office or hotel analog phone, desktop phone, laptop/desktop with headset, cell phone, or Smart phone.
They access voice and data messages via touch tone, Outlook client, Web browser, Smart Phone, or speech enabled IVR. And they can manage their presence, access directories, initiate conferences and much more through their Web or mobile browser, Outlook Client, or through our ePowerCenter CRM application—just like your onsite employees.
Employees can have the system call their home, cell phone, hotel phone, or any other number to notify them of an important call. CIC's call screening records the caller's name and plays the recording, so the recipient can formulate an action plan.
Our solution offers an auto attendant that helps callers locate the right individual or voice mail box. You easily create as many navigational call menus and sub menus as you need, including dial–by–name menus. Any and all menus can be speech enabled.
Eliminate your organization's legacy voicemail system by routing voicemails and faxes into the corporate email system. With CIC, each employee has a "universal" inbox from which he or she can access and manage all three message types—in one place—on the desktop. The days of checking for faxes and accessing voicemails through one system, emails through another are over.
Users access their inbox from their email client, touch tone phone, Web browser, or wireless device. Interaction management is greatly simplified. Forwarding voicemails and faxes is as easy as sending an email. Confidential information is no longer on display for anyone passing by the fax machine.
Our solution replaces all of your legacy voicemail equipment, or simply enhances your existing capabilities. It easily supports thousands of users, offering a range of capabilities and access options. And it integrates with your VoIP strategy.
Regardless of whether you are replacing an old voicemail system or launching a brand new one, our solution can support your needs. It works with your existing PBX phone system, Centrex systems, or in an SIP-based VoIP configuration. Users get the same features and message-waiting indicators they've always used.
Your users send and receive faxes from their desktop with our solution. It automatically detects incoming faxes and can route them to any user or group mailbox using defined rules. The system even leverages OCR to route and translate faxes.
High– and low– resolution faxes can be retrieved by email, forwarded to a nearby fax machine, "read" over the phone, or accessed via Web browser. With a special fax viewer, users can view, rotate, scale, print, and manipulate received faxes.
Balance workloads by utilizing skills-based multimedia routing, onsite, with remote agents and across multiple locations. Operate as a single, seamless unit.
Unlike hardware-centric, proprietary solutions, our CIC architecture gives you a clear-cut migration path to VoIP. You establish the timeframe via the SIP standard.
With our all-in-one, software-based communications platform, your days of deploying and maintaining proprietary, siloed, hardware-based technologies are over. No more time-consuming, costly, and disruptive upgrades.
You can easily add new users and distribute call control from HQ to contact centers and offices anywhere.
And as your needs change, you can deploy new applications, upgrade features and immediately add functionality with simple software licensing.
Out-of-the-box integrations connect to voice systems, databases, Web services, messaging platforms, back-office applications, WFM packages, third-party systems, and SIP devices and hardware—virtually any component unique to your business and communications processes.
Benefits
This IP communications solutions bring numerous benefits, including:
Increases customer satisfaction
- With our solution, your employees are more connected and available than ever before, increasing responsiveness to customer needs. They are quickly and easily tracked down to solve critical problems, or to provide the answer necessary to resolve a pressing customer problem.
Increases productivity and improves issue resolution
- Employees spend less time chasing messages and more time getting work done with CIC. Their corporate email inbox shows all messages. They are no longer taxed with checking multiple message stores.
- With rapid access to calendar information, contact lists and presence information about other employees; user manage their schedules with ease—even from the road. And with the ability to reach and collaborate with fellow employees and subject matter experts, they are more effective at their jobs.
Improved decision making
- By enabling employees to readily find and connect with each other, easily and quickly communicate important details, and obtain answers; our solutions facilitate making timely, well-informed decisions.
Streamlines operations and cuts real estate and office-related costs
- Leveraging a single, unified platform for all of your locations/offices greatly reduces expenditures. In fact, with the functionality to enable home-based workers, you can save up to $25,000 per employee, per year. .
Reduces communications costs
- With our solution, your remote workers place calls via VoIP, dramatically reducing your telecom spend.
Increases security
- Our solutions provide advanced voice encryption methods and fewer access points for system "break-ins."
Reduces IT complexity and cost of ownership
- CIC eliminates costly voice boards and multiple points of failure. Forklift upgrades become a thing of the past. Disaster recovery and multi-site location independence are inherent.
- Our solution is deployed using standard, off-the-shelf servers to keep your overall costs low—and IT learning curve even lower.
- You will reduce or eliminate costs around maintaining multiple legacy hardware communication systems with a single, all-in-one platform and application suite architected for SIP and networked VoIP.
- System configuration, administration and reporting are handled through one interface. And as you grow, you can easily scale to support additional users and offices with simple application licensing--not additional hardware, middleware and capital expenditures.
Next steps:
Download a brief overview of our Customer Interaction Center solution
Download our solutions guide: Increase Contact Center Efficiency
Download the Pelorus Group white paper: Unifying Communications and CRM: The Integration that Keeps on Giving
Download the Aberdeen Group benchmark report: The Contact Center as a Profit Center: Optimizing a Self-Service Contact Center with Speech, VoIP, Data Integration and Performance Analytics
Download our Customer Interaction Center brochure for a deeper dive into CIC's capabilities and impact
