Benefits of a Single Platform

Contact centers utilizing technology from multiple vendors must deal with complex, and often expensive, customization to ensure that all aspects come together appropriately. Customer Interaction Center (CIC) is developed based on widely adopted standards for an efficient communications foundation from a single vendor.

All-In-One Platform

CIC required less servers, reducing the amount of energy used. Multichannel processing and both inbound and outbound blending are centralized, as well as system configuration, administration, and reporting.

Business Process Automation

Vital business processes are automated by CIC’s communication capabilities to capture, prioritize, route, escalate, and track each step of a work process. Work is completed more accurately and faster by ensuring that processes keep moving and participants communicate.

Scalable All-Software Architecture

CIC eliminates costly CTI integrations and multiple points of failure, makes rip and replace obsolete, and makes disaster recovery and multi-site location independence inherent. Incremental application licensing makes it easy to meet growth needs.

Wide-Ranging Interoperability

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.

CIC-for-the-Contact-Center-3

Contact Center and Enterprise Applications

Implement CIC’s SIP-based switching, unified messaging, interaction management, and business process automation functionality enterprise-wide, including to branch offices and remote and mobile employees.

Cost-Effective Multichannel Customer service

CIC handles all types of communications, including calls, faxes, email, web chat, SMS, and online forms the same way for service that’s both consistent and responsive. Monitoring and end-to-end reporting ensure quality across all channels.

CIC’s Performance For Your Entire Contact Center

Total Contact Management

    • Multichannel access:
      • Phone
      • Fax
      • Email
      • Web
      • SMS
      • Business objects
      • Social media
    • ACD
      • Multichannel queuing
      • Priority and skills-based routing
      • Email routing
    • IP PBX/PBX
    • Auto attendant
    • Interaction tracking
    • Real-time presence management
    • Built-in multi-lingual support
    • Remote and at-home agents
    • CRM integrations
      • Screen pop
    • Pure blended inbound/outbound campaign management
    • IVR
      • Intelligent speech recognition
      • Self-service automation

eServices management

Quality Monitoring

  • Real-time continuous monitoring
  • Real-time speech analytics
  • Multichannel recording
  • End-to-end reporting
  • User monitoring, mentoring, scoring
  • User-definable alarms
  • Alert monitor view
  • Screen recording
  • Automated post-call satisfaction surveys, feedback management
  • Interaction tracking and analytics enterprise-wide

Scalability

  • Up to 5,000 ACD users
  • 100-15,000 business users
  • Support growth by adding servers
  • Start small, grow larger, license only what you need

Advanced Functionality

  • Business process automation, in the contact center and the enterprise
  • Knowledge management and auto response
  • Workforce management
  • Intelligent multi-site interaction routing
  • Third-party integration tools
  • Graphical application generator
  • Integrations for social media monitoring

Contact us now to discuss Customer Interaction Center as a solution for your contact center.