Overview

The Challenge

Competition to acquire and retain customers is fierce. Service-related experiences often determine your success. Your contact center clearly plays a key role. Every time a customer reaches out (via phone, email or chat), it is critical to provide a high-quality, seamless, efficient, and personalized experience.

If it were only that easy. Your contact center faces unending requirements and pressures against a fixed need to do more with less. Changing services and regulations, agent turnover, ensuring business continuity, and technological complexity are a few of the daily obstacles to delivering exceptional experiences.

These challenges call a solution specifically designed to enhance the customer experience, improve productivity, and adapt to rapidly-changing needs and requirements. That solution is Customer Interaction Center®.

An all-in-one, software-based communication platform

Interactive Intelligence's CIC solution is an all-in-one, software-based communication platform that is designed to enhance the customer experience, boost contact center efficiency and productivity, and reduce complexity.

It provides tightly integrated multi-channel interaction management, telephony, and call control capabilities; and combines the operations of PBX/IP-PBX, ACD, IVR, CTI middleware, fax server, and voicemail systems in a single solution.

CIC has the broadest range of functionality for any solution of its kind, and distinctly combines sophisticated contact center and enterprise-wide features.

Regardless of whether your contact center is inbound or outbound, small or large, single location or multi-site; our all-in-one solution helps makes each customer experience an exceptional one.

Capabilities

Improve performance and the customer experience

Customer Interaction Center gives your contact center an innovative and agile IP communications platform with numerous capabilities that improve performance in the contact center and throughout your organization.

• 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, multichannel interaction management — Optimize your agent and workforce productivity and respond in a customer’s preferred media with a single multi-channel platform for phone, fax, email, and Web contact management.
• 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.
• Advanced Computer Telephony Integration (CTI) Capabilities — Increase agent efficiency by enabling them to leverage advanced CTI functions—like popping data from CRM and other customer data systems, combined case/call transfers and PowerDialing—by simply pointing and clicking their mouse.
• Conditional Delayed Answer — Reduce customer-perceived wait-time, decrease network costs, and improve service level measurement by adjusting the time the call is accepted by the network and the number of rings the system plays back to a caller based on real-time call volume.
• IVR and Self-Service — Reduce contact center 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.) to personalized IVR self-service.
• Quality Monitoring & Reporting — 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.
• 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.
• Outbound Predictive and Power Dialing — Improve productivity, increase revenue, better accommodate call volume, and minimize abandon rates by sub-selecting in advance, and in real-time, the contacts in a call list that can be handled by available agents based on their skill sets.
• 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.
• High scalability — Easily handles overflow, spikes, mobile and remote workgroups.
• Advanced capabilities for the enterprise — Customer Interaction Center 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.

Benefits

Customer Interaction Center brings numerous benefits, including:

Enhanced customer retention

• Ensures consistent and responsive service across all customer communication channels.
• Minimizes response times and ensures customer inquiries receive immediate and accurate answers.
• Routes customers to the individual who can best serve them/resolve their issues.
• Provides your customers with quick responses, 24X7, through personalized self-service.
  

Increased productivity and first contact resolution.

• Enhances agent efficiency with easy-to-use desktop call controls.
• Increases access to CRM, accounting and other front- and back-office applications via CTI screen pop.
• Reduces call handling times and improves first contact resolution with skills-based routing.
• Deflects 15-20 percent of calls, and saves minutes off of the front-end of agent-assisted calls by responding to routine inquiries via Interactive Voice Response (IVR).
• Improves management and supervisor visibility through simultaneous views of multiple queues and workgroups.
• Enhances recovery efforts and alert processes through notification, self-service and text-to-speech/speech-to-text capabilities.
  

Reduced complexity and simplified maintenance and upgrades

• Minimizes up-front and ongoing IT resource investment with pre-integrated, efficiency-enhancing features.
• Leverages standard servers and service-oriented architecture while increasing reliability, security and scalability.
• Quickly connects to voice systems, databases, Web services, messaging platforms, back-office applications, WFM packages, third-party systems, and SIP devices and hardware.
• Reduces costs by eliminating the need for costly voice cards.
• Improves reliability by eliminating multiple points of failure.
  

Increased agility to adapt to new or changing regulations, accounts, employees, products, and services

• Easily adapts to your changing needs without expensive upgrades or equipment.
• Offers money-saving flexibility that protects your investments, and works with your existing hardware.