Global developer of software for IP telephony, contact center automation and unified communications.

 

 

 

 

 

Interactive Intelligence
Complete yet flexible software solutions for the Contact Center and IP Telephony enterprise.

 

 Overview

“We have three different contact centers, three PBX’s that limit what we can do and three ACDs we can’t trust anymore, but it’s hard to justify more money for maintenance and upgrades. The better option would be to replace our whole platform, especially since we need to add functionality for things like IVR, recording and outbound campaigns. Right now, however, a whole new system’s just isn’t in the budget.”

Or is it? Hundreds of contact centers worldwide have discovered an IP PBX communications and contact management system that actually replaces hardware with bundled software applications to reduce costs. Increases in agent productivity and satisfied customers also elevate the system’s return on investment.

“Service Resources, Inc.” is only an imagined company, but it represents those hundreds of contact centers that have found a better solution for everything from teleservices and collections to customer-driven organizations. Now imagine SRI being your contact center.

 WHAT WE OFFER

Customer Interaction Center gives contact centers a full-featured IP PBX communications system that goes beyond dial tone and phone calls. CIC even cooperates with budgets and your IT staff.

Get a single administration environment to:

     Configure the CIC system for everything from users, lines and stations to auto attendant call routines and 
         menus, outbound campaigns and multimedia recording.

     Administer a single network-based CIC server rather than multiple communications systems.

     Facilitate in-house adds, moves and changes – including for multi-site contact center operations – and
         eliminate the thousands of dollars proprietary vendors charge.

     Unify contact center as well as organizational reporting and interaction tracking.

Get one complete solution for multimedia queuing, ACD, skills-based routing, IVR, unified messaging, digital recording, interaction tracking, campaign management / blending, and more.

 

 
 
 
Lower your total cost of ownership with CIC’s single open standards-based communications platform for your contact center, multi-site operations, remote agents and enterprise users, plus:
     One set of bundled applications to replace more expensive multi-box hardware – and to give agents,
         supervisors and business users the same application-based contact management and communications
         capabilities.

     Cost-effective integration to existing IT infrastructures and to new applications as needed for expanded
         functionality and future-proof upgrades.

     SIP-enabled IP telephony (voice over IP) and optionally available Intel® NetStructure™ Host Media
         Processing (HMP) Software for a 100% software solution that replaces “multi-box” proprietary hardware.

     Low-cost SIP-ready phones, headsets and end-user devices from Polycom, Pingtel and other IP vendors.

Realize a faster return on investment by leveraging CIC’s unmatched contact center functionality. Also use CIC as a total communications solution that works with your existing PBX, or completely replace it with CIC’s IP PBX capabilities and add unified messaging and presence management throughout your contact center to increase agent performance and productivity.

Offer world-class customer service, anchored by multimedia options and automated processes for “self-service.”

     Let your customers choose to call, email, send a fax, leave a voicemail, initiate a Web chat, request a
         callback, get an automated FAQ response online or get info over the phone.

     Quickly and accurately route calls and Web contacts to speed interactions and keep customers from getting
         lost in an organizational maze.

     Increased customer satisfaction with call routing, quality monitoring and self-service options that produce the
         results-producing experience your customers really want

Maximize productivity with features made to maximize your agent’s collaboration and output:
      Empower agents to manage and transfer calls, conduct Web chats, record interactions and conference from
           the desktop with point & click efficiency using the Interaction Client graphical user interface.

     Increase agent efficiency even more with multimedia queuing, intelligent routing, screen pop, CRM
         integration, unified messaging, real-time presence management and company / workgroup directories.

 

Improve supervision and quality monitoring to keep agent performance and service quality at peak levels. Customer Interaction Center gives supervisors their own desktop environment to monitor:

     Interaction information, including calls in queue, calls connected, average wait time, etc.

     Workgroup information such as agents logged in and longest talk time.

     Abandon rate and service level statistics for each shift, along with the number of agents in various
        statuses (on Break, At Lunch, Available, etc.).

 GET THE DEMO CD NOW!

 

To know more about Interactive Intelligence, simply fill out the form below  and we shall contact you soonest. All fields marked with an asterisk ( * ) are required.