THE NEXT WAVE CONTACT CENTRE - ALL-in-One
Proprietary solutions have forced contact centers to segment interactions and administration across
various systems for years - and still do. To us, it's always made more sense to unify the communications
process, to simplify it.
In 1994 Interactive Intelligence set out to change the proprietary way of thinking. Instead of an infrastructure full of fragmented hardware systems and complexity, our goal was to give contact
centers all the functionality they needed with a consolidated software platform and integrated applications.
It was the next wave of intelligent business communications then, and it's been our approach ever since.
With one platform and a single point of administration, contact centers do everything from setting up IVR menus and deploying eServices to configuring routing rules for incoming calls, emails,
chats, SMS messages and integrated social media notifications.
They support at-home users and remote locations, around the world if they need to.
With our newest wave of functionality, supervisors monitor customer sentiment more closely with real-time speech analytics,and monitor quality more thoroughly with detailed cradle-to-grave
information for every interaction. With more focused information, managers make better decisions when addressing workforce management, recording, satisfaction surveys, business process
automation and other applications.
And with a pure application server, contact centers get a complete N+1 architecture for all media operations. Reliably, they open the door to higher scalability, virtualization support, a private
cloud deployment option, and configuration flexibility to reduce bandwidth usage as well as admin and operations costs.
There's a reason leading contact centers continue to buy in to our software approach.
It's simply better.
Why a single platform matters.
Technologies and vendors can come from all directions in a contact center. When they do, complexity and costly customization take over.
Customer Interaction Center (CIC) is built on widely adopted standards for a resourceful and efficient communications foundation from
Centralize multichannel processing and inbound/outbound blending as well as system configuration,
administration and reporting. Fewer required servers also reduce energy consumption throughout your data center.
Scalable all-software architecture.
CIC eliminates costly voice boards and multiple points of failure, makes rip and
replace a thing of the past, and makes disaster recovery and multi-site location independence inherent. Incremental application licensing makes it easy to meet growth needs.
Applications for the contact center and the enterprise.
Deploy CIC's SIP-based switching, unified messaging, interaction management and business process automation functionality enterprise-wide, including to branch offices and remote and
Business process automation.
Automate critical business processes using CIC's communications capabilities to capture,
prioritize, route, escalate, and track each step of a work process.
By keeping processes moving and participants communicating, work gets completed faster and more accurately.
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.
Cost-effective multichannel customer service.
Calls, faxes, email, web chat, SMS, online forms, social media. CIC handles
all types of communications the same way for service that's both consistent and responsive. Monitoring and end-to-end reporting ensure quality across all channels.