A Comprehensive, All-in-One Solution for Unified Communications

Overview

The Challenge

In the past, expensive proprietary telecom equipment made administration a constant struggle by fragmenting communications across countless devices. Even worse, these "multi-point" communications systems created significant barriers to customer satisfaction. Piecemeal, non-integrated technologies fragmented the service process, creating inefficiencies that led to delays, long hold times and frustration. The customer experience suffered, along with satisfaction ratings.

Unified communications offers a better way. We have the complete solution.

Unified communications is the result of decades of gradual innovation. It is finally here. And with it, comes choice—for the first time ever.

With Customer Interaction Center™ (CIC), you gain extensive multi-channel interaction management, telephony, and call control capabilities. You enhance the customer experience, boost efficiency and productivity, and reduce costs and technological complexity—all within a single, unified platform.

With Interactive Intelligence's CIC, there are no complex integrations, no systems replication, and no need for costly multi-point legacy products—just a single, powerful solution for your contact center and enterprise communications. And when your customer/business needs change, CIC's extreme flexibility and innovative design enables you to rapidly adapt.

Capabilities

Our unified communications platform blends all media types with your business rules in one unified system. Its capabilities include:

• On-screen, advanced call controls — Cut handling time, increase productivity, and reduce dropped calls by enabling agents to manage transfers, conferencing, workgroup directories and status indicators, call hold, escalations, voicemail, and recordings—all from their desktop.
• Streamlined, multi-channel interaction management — Handle and blend inbound/outbound multi-channel interactions (calls, faxes, email, web chat, SMS, online forms). CIC provides independent call queuing, routing, and reporting functionality for telephone calls, fax, email, and Web interactions.
• Intelligent routing and queuing — Improve first contact resolution and customer satisfaction by ensuring all contacts are delivered to the most appropriate resource and handled quickly—whether in customer service, marketing, sales, or technical support.
• Presence management — Reduce agent burden, improve first contact resolution, and ensure customers reach a “live” representative by enabling agents and employees to set their status and view others’ availability.
• IVR and Self-Service — Reduce inbound calls by 5-20 percent and improve efficiency by offloading basic and repetitive low-value calls (hours of operation, a company address, store locations, ticket prices, etc.)
• Multi-Site Routing — Balance workloads by utilizing skills-based multimedia routing, onsite, with remote agents and across multiple locations. All locations operate as a single, seamless unit.
• End–to–end quality monitoring & reporting — Enhance every aspect of your customer interactions and improve performance with real-time quality monitoring, multimedia (call and screen) recording, quality assessment control, integrated agent scoring, compliance safeguards, and archiving management—all centralized in one intuitive interface
• Integration with Astute Solutions’ ePowerCenter — ePowerCenter Interaction integrates Customer Interaction Center with ePowerCenter to provide agents a complete range of on-screen controls for initiating and transferring calls, conferencing, viewing directories, listening to voicemail, initiating interaction recordings, and changing their status for others to see—all within the ePowerCenter interface.
• Scalable, all-software architecture — 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.
• Advanced capabilities for the enterprise — CIC includes features to run world-class contact centers, but is priced to allow enterprises to deploy it as their total communications solution. It includes PBX, unified messaging, FAX, call recording, soft-phone and multi-site features that executive, administrative, and remote office staff will appreciate.
• Wide-ranging interoperability — Out-of-the-box integrations connect to voice systems, databases, Web services, messaging platforms, back-office applications, third-party systems, and SIP devices and hardware—virtually any component unique to your business and communications processes.

Benefits

Our unified communications platform brings numerous benefits to your organization, including:

Increases customer satisfaction

• Your employees are connected and available like never before with our solution, increasing responsiveness to your customers' needs. Key personnel are easily located when critical problems arise, or when an answer is needed to resolve a pressing customer problem.

Increases productivity and improves issue resolution

• Employees spend less time chasing messages and more time getting work done. They simply view their corporate e-mail inbox for all messages instead of constantly checking multiple message stores.
  
  With CIC, they quickly access calendar information, contact lists and presence information about other employees. This helps both onsite and traveling employees easily manage their schedules. And with the ability to easily reach and collaborate with fellow employees and subject matter experts, they become far more effective at their jobs.

Improves decision making

• Our unified communications solutions facilitate better-informed and timely decisions by enabling your employees to readily find and connect with each other, easily and quickly communicate important details, and obtain the answers they need.

Streamlines operations and cuts real estate and office-related costs

• Not only can a company with multiple locations and branch offices leverage a single, unified communications platform; but they also can save up to $25,000 per worker, per year by enabling home-based workers.

Reduces communications costs

• With remote workers placing calls via VoIP, you will dramatically reduce long distance rates and network-related costs.

Increases security

• Our unified communications 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, multiple points of failure, and forklift upgrades. Disaster recovery and multi-site location independence are inherent.
  
  You can deploy the solution using standard off–the–shelf servers to keep overall costs low—and the IT learning curve even lower.
• You will reduce—or eliminate—costs around maintaining multiple legacy hardware communication systems. CIC offers a single, all–in–one platform and application suite architected for SIP and networked VoIP.
  
  System configuration, administration and reporting are all handled through one interface. And as you expand, additional users and offices are easily supported with simple application licensing. You have no additional hardware, middleware or capital expenditures.