Contact Center Solutions

A communications platform should make your contact center a service powerhouse. But power requires flexibility - and innovation - for the multi-channel agility you need to respond to customer demands.

Customer Interaction Center (CIC) gives your contact center a single IP communications platform, offered on-premise or as a hosted service, that's both innovative and agile. Our contact center solution is innovative in its all-in-one, open standards architecture for multi-channel interactions as well as SIP and VoIP. Agile in its unified application suite for every aspect of the customer experience. And complete… in that you get everything required in a contact center solution to improve performance throughout your operation.

  • ACD/multimedia queuing
  • Quality monitoring & reporting
  • IVR & self service automation
  • Knowledge management
  • Workforce management (WFM)
  • Outbound dialing
  • Multimedia recording
  • Screen recording
  • Agent scoring
  • Multi-site routing
  • Customer Satisfaction Surveys

When it comes to your customers, building a better experience around them gives you the ultimate advantage. Our all-in-one contact center solution lets you make each customer's experience an exceptional one.

Cloud-based or on-premise…you choose your solution

Automating contact center operations has never come with so many options. Interactive Intelligence offers your choice of a complete premise-based solution, an equally complete cloud-based solution at a fixed monthly cost - Communications as a Service (CaaS) - or a managed service where we do it all. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.

Key benefits

Imagine your contact center solution as a single, all-in-one platform that blends all media types with your business rules in one unified system. Now envision it allowing your contact center to do all this.

  • Manage and blend inbound/outbound multi-channel interactions
  • Automate multimedia routing and queuing processes
  • Create revenue-producing outbound campaigns
  • Improve training, agent performance, remote agents included
  • Elevate service levels and customer satisfaction
  • Use metrics to increase the accuracy of forecasts and schedules
  • Simplify administration in a single, central environment
  • Unify communications on the desktop
  • Connect multi-site operations with a single platform