All-in-One Contact Center Solution

All-in-One
Contact Center Solution

Delivering outstanding customer service is the greatest opportunity for differentiation. And SII can help make it a reality with an all-in-one contact center solution, Customer Interaction Center^SM (CIC) from Interactive Intelligence (ININ).

Why Customer Interaction Center^SM (CIC)?

The CIC is a single “all-in-one” platform for voice and data that seamlessly processes telephone calls (including Internet Protocol calls), emails, faxes, voice mail messages, Internet chat sessions, and call back requests. It eliminates often fragmented contact center environments by applying business rules across media types for delivering superior customer experience.

Learn more about the Customer Interaction Center^SM (CIC)

Key benefits of Customer Interaction Center^SM (CIC):

Give customers their choice of contact options – voice, email, fax, chat, SMS, business objects, and social media
Automate routing to quickly connect customers to knowledgeable agents faster
Develop and manage creative outbound campaigns to build brand, loyalty, and open new revenue streams
Improve agent training and performance
Elevate service levels and customer satisfaction with real-time monitoring
Unify communications on the desktop for agents, at-home agents and supervisors
Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard while supporting at-home agents, remote locations and mobile employees

Customer Interaction Center^SM (CIC) Features to Improve Operational Performance:

Workforce Optimization

Give contact center managers the necessary tools to optimize the performance of the entire workforce.

Monitor agent activity & improve agent effectiveness
Gather & analyze call center metrics
Generate more accurate forecasts
Enhance scheduling effectiveness

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Real-time Speech Analytics

Help agents and supervisors recognize customer cues through spoken words and react in a positive and effective manner.

Real-time monitoring, alerting, and scoring of spoken words/phrases
Identify trends to assist with agent or process improvements

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Omni-channel Interaction

Consistent cross-channel (voice, email, web chat, social media) interaction is critical to delivering a superior customer experience. SII’s state-of-the-art contact center solution ensures this by seamlessly preserving and integrating customer conversations and interaction across multiple touch points.

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Predictive Dialer

A predictive dialer system that powers virtually any outbound environment – contact centers, outsourcers, collections – and for predictive dialing scenarios for all kinds.

Real-time connectivity to third-party Do Not Call (DNC) services, and in-house DNC lists, for regulatory compliance
A complete SIP-based “all software” architecture to support outbound campaigns in a VoIP environment and reduce IT complexity

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Automated Surveys/Feedback

Create and manage automated surveys to better quantify customer perceptions and pinpoint key areas for improvement.

Rules-based survey delivery
Flexible survey initiation
Real-time monitoring and alerts of surveys in process, completed, or abandoned
Proven survey questions design

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Mobile Customer Service

Enable customers to connect directly with your contact center via a mobile app that is easy to deploy.

Offer applications to customers using iOS, Android and Windows mobile devices as well as social media sites for increased customer satisfaction
Supply contextual information from a customer’s prior online mobile interactions to an agent for exceptional experience

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Quality Management

Comprehensive multichannel recording capabilities that help your business optimize customer care, agent performance, and regulatory compliance.

Multi-channel and media recording
Painless recording management – what interactions are recorded, where they are stored, and who can access
Data security and PCI compliance features for mitigating possible regulatory fines and legal costs

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Web Portal

Get an instant view of the contact center operations via secure web access.

Real-time statistical dashboard
Remote live call monitoring
Stream call recordings
Access, configure, and email reports

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Check out other features in our resources center.