Customer Interaction Center (CIC) is an IP communications platform and pre-integrated application suite was developed specifically for the demands of today’s multi-channel contact center. More importantly, CIC is an all-in-one solution that unifies communications, information, and business processes throughout your organization — allowing agents to respond to customers more dynamically, IT staff to eliminate multi-point legacy system headaches, and the customer experience to be a consistent and satisfactory one for every customer you serve.
Solutions for Calls
- IP PBX, PBX TDM, VoIP or hybrid calls; tie into existing PBX to maximize investment protection
- ACD – multimedia queuing – priority and skills-based routing – e-mail routing Queue and route inbound calls, faxes, emails, Web chats, Web callbacks, trouble tickets, and tasks to agents and workgroups
- Auto attendant Structure voice menus, prompts for callers’ account numbers, etc.
- Interaction tracking Track all media types by contact, company, location and other parameters
- Real-time presence management
- Ensure agent availability at all times
- Built-in multi-lingual support options for English, Spanish, French, German, Japanese and other languages
- Remote and at-home agents
- Support agents from anywhere via remote system access; mobile workers can also leverage Citrix
- CRM integrations – screen pop Integrate to the most popular CRM packages and support screen pops, database lookups and embedded call controls
Our Other Methods for Multi-Channel Contact
Ensure that your contact with customers via phone calls are monitored and managed expertly to maintain the highest level of customer satisfaction. Contact us today to learn how we can assist you with the management of your calls.