Communication Solutions
Interactive Intelligence Customer Interaction Center (CIC)
Product Overview
All Products > Unified Communication Systems > Interactive Intelligence CIC
The Interactive Intelligence Customer Interaction Center (CIC) is an all-in-one multi-channel contact center and PBX.
ALL-IN-ONE PLATFORM
One platform from one vendor means lower costs, no integration issues and easier administration. The day of the “Server Farm” approach to telecom is over.
OPEN STANDARDS APPROACH
The CIC is architected on the SIP standard throughout. It is a true 100% SIP call center. All other manufacturers will be following suit, introducing SIP products in the next couple of years.
MULTI-MEDIA
Queue and route inbound calls, emails, faxes, web chats, web callbacks, trouble tickets and tasks.
SCALABILITY
The CIC scales from 10 to 5,000 agents and 25 to 15,000 total PBX users.
BROAD INTEGRATION
The CIC has embedded call controls built into Microsoft Outlook, Office Communicator, and Dynamics GP and CRM. Additionally, there are integrations to Salesforce.com and Microsoft OCS.
WORKFORCE MANAGEMENT
The system provides forecasting and scheduling based upon historical call center data.
OUTBOUND DIALING
Create and manage preview, power, predictive, precise and multi-modal “agentless” campaigns.
REAL-TIME CONTINUOUS MONITORING
Oversee agents and workgroups, monitor queues and stations, listen to lines, record interactions and more.
INTERACTION RECORDER
Quality assessment, scoring features, recording encryption and reports in one environment for recording and archiving calls as well as e-mails, faxes and chats.
ALL-IN-ONE PLATFORM
One platform from one vendor means lower costs, no integration issues and easier administration. The day of the “Server Farm” approach to telecom is over.
OPEN STANDARDS APPROACH
The CIC is architected on the SIP standard throughout. It is a true 100% SIP call center. All other manufacturers will be following suit, introducing SIP products in the next couple of years.
MULTI-MEDIA
Queue and route inbound calls, emails, faxes, web chats, web callbacks, trouble tickets and tasks.
SCALABILITY
The CIC scales from 10 to 5,000 agents and 25 to 15,000 total PBX users.
BROAD INTEGRATION
The CIC has embedded call controls built into Microsoft Outlook, Office Communicator, and Dynamics GP and CRM. Additionally, there are integrations to Salesforce.com and Microsoft OCS.
WORKFORCE MANAGEMENT
The system provides forecasting and scheduling based upon historical call center data.
OUTBOUND DIALING
Create and manage preview, power, predictive, precise and multi-modal “agentless” campaigns.
REAL-TIME CONTINUOUS MONITORING
Oversee agents and workgroups, monitor queues and stations, listen to lines, record interactions and more.
INTERACTION RECORDER
Quality assessment, scoring features, recording encryption and reports in one environment for recording and archiving calls as well as e-mails, faxes and chats.
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