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.
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