What We Do

IP PBX with multimedia ACD and skills based routing

• Queues and routes inbound calls, faxes, emails and web interactions to the appropriate agent
• Handles simple to complex skills based routing
• Allows you to process more interactions with fewer agents

Interactive Voice Response (IVR)

• Allows customers to access information from one or many sources
• Supports advanced speech recognition or standard touch tone
• Self service applications allow customers to conveniently access information 24 hours a day and greatly reduces contact center agent resources

Build in multi-lingual support

• Supports English, Spanish, French, German, Japanese, Chinese and other languages

Self Service Applications

• Integrate e-FAQ to automate e-mail and web self services

"Thin" Client Strategy

                                                         Watch demo

• Allows agents to use presence management capabilities
• Intuitive interface for call controls and managing multiple calls
• Agents can make use of internal and external directories for one click dialing

Screen Pop / CRM integrations

• Transfer caller information to agent with the interaction
• Interact with CRM before during and after the call
• Allows agents to more effieciently handle interactions with client
• Pre packaged integrations to Salesforce.com, RightNow, Microsoft CRM and others.

Fax Server / Desktop Faxing

• Faxes delivered directly to agents email inbox
• Outbound faxing capability from the desktop

Voicemail / Unified messaging

• Voicemail messages delivered to email inbox in .wav format
• All interaction types can be delivered to email inbox (chat transcripts, voicemail, faxes, etc.)

Click to watch the Supervisor Experience to see the powerful tools in action!

Interaction Feedback

• Design surveys through easy to use wizard
• Real time monitoring and alerts in addition to historical reports
• Rules based survey delivery [see a demo..]

Interaction Recorder

• Records all interactions (phone, fax, email, web) and quickly and easily access and score the interaction
• Greatly improves customer service
• Intuitive interface to search for recordings by user, date, phone number and many other parameters   [see a demo..]

Interaction Dialer

• Provides predictive, power and preview outbound dialing capabilities
• Campaigns can run in agent and agent-less mode
• Dialer application fully integrated with ACD to provide unmatched blended inbound and outbound capabilities  [see a demo..]

Interaction Supervisor - Reporting

• Cradle to grave reporting simplified because of unified applications
• Real-time or scheduled reports can be delivered in multiple formats
• Eliminates need for gathering data from different sources
• Nearly 100 standard reports
• Open reporting database for creation of custom reports

Interaction Supervisor - Alerts

• Easily set alerts on queue times, number of agents, talk time or any other data element in the contact center
• Alerts can be visual, audible, email, text message and more [see a demo..]

Interaction Optimizer - Workforce Management

• Leverages CIC’s historical ACD data and anticipates interaction volumes for phone, email and web chat
• Generates agent schedules that accommodate vacation time, schedule changes, skill matching and more
• Monitors agents’ adherence to schedules
• Eliminates third party integration [see a demo..]

Open Architecture

• Easily integrate business applications
• Scale to more users & locations

Central configuration & administration

• Configure the CIC system in Interaction Administrator
• Structure voice menus, prompts and IVR behavior in Interaction Attendant

Multi site configuration support

• Manage multiple sites easily from one interface
• View users at different sites through administative interface

Interaction Designer

• Intuitive GUI based development tool allows you to create and modify handler-based logic
• Rapidly deploy enhanced applications