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Productos

Interactive Intelligence

Contact Center

Descripción

Customer Interaction CenterTM 

The All-in-One Solution for Sophisticated Contact Center Automation

Designed for call centers with up to 400 agents per site, CIC is a scalable, unified solution with all the functionality to turn your call center into a comprehensive multimedia contact center. In addition to phone calls, faxes and e-mails, CIC is ideal for text chats, Web call-back requests, Voice over IP calls and CRM-based screen pops. CIC also includes skills-based routing and management capabilities for inbound, outbound, or blended interactions. CIC 2.0 additionally offers enhancements in performance, logging, real-time monitoring, reporting, security, development tools, and much more.

Interaction DialerTM

The Only Tool You Need for Outbound Call Management

Interaction Dialer is an ideal predictive dialing add-on component for CIC that features multi-site campaign management, call blending capabilities, and a patent pending staging algorithm that works with any number of contact center agents. The Dialer application also offers full outbound predictive dialing, easy authoring of call-handling scripts, outbound IVR, and comprehensive reporting and supervision.

Interaction RecorderTM

The New Approach to Call Recording, Storage and Management

Log and record any call and find it later via Interaction Recorder's total voice logging and recording management functionality. Also improve customer service by recording and critiquing agent interactions. As an add-on application for CIC and EIC, Recorder's automatic compression makes it possible to store thousands of hours of recordings on off-the-shelf hard disk drives.

Interaction OptimizerTM

Interaction Optimizer is a complete workforce management (WFM) application for optimizing agent effectiveness in contact centers of all sizes, from 20 agents to thousands.