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Customer Interaction Centre
Customer Interaction Centre gives Contact Centres an innovative pre-integrated application suite and multimedia ACD capability to manage phone calls, faxes, e-mails and Web interactions from one platform. But CIC’s inherent PBX/ IP PBX call processing, voicemail, fax server and unified messaging also lets it reach throughout the enterprise — empowering agents, supervisors and business users alike to elevate productivity and performance as well as customer service. CIC even eases implementation and maintenance for IT staff.
As a standards-based solution, the CIC software requires no multi-box hardware or customization, centralizes administration in a single interface, and reduces the complexity often associated with CTI. Also unlike hardware-centric proprietary solutions, the IP-ready CIC architecture gives organizations a clear-cut path to adopting voice over IP at any time, no bolt-on VoIP products required. Best of all, Customer Interaction Centre’s built-in components and pre-integrated add-on applications give your business everything it needs in one complete solution. Turn it on all at once or as required. |
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Product Information
View a demo of The Customer Interaction Centre
Customer Interaction Centre ® (PDF)
Interaction Dialer® (PDF)
Interaction Recorder®
(PDF)
Interaction Supervisor(PDF)
Interaction Optimizer™
(PDF)
Interaction Director® (PDF)
Contact Centre Innovation Overview (PDF)
Case studies
ACD with Universal Queuing. Rather than just an Automatic Call Distributor, CIC serves as a flexible automatic communications distributor for phone calls, Web chats, e-mails and other events, and for any number of queues. Also utilize CIC’s skills-based and media-based routing to quickly get each interaction to the right agent, business user or workgroup.
IVR. CIC’s Interactive Voice Response component lets you offer self-service options while customers are waiting in queue, and also speech-enable self-service options for customer convenience your competitors can’t match.
Screen Pop. Get the right information to agents before they ever start interacting with a customer. Pre-built integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others also lets system administrators avoid CTI and integration nightmares.
PBX and IP PBX Call Processing. CIC gives you a full digital telephone system with features like ANI, DNIS, and ISDN support, plus fully programmable dial plans, customizable routing schemes and virtual PBX functionality for remote users.
Outbound Campaign Management. Interaction Dialler® pre-integrates to CIC for a complete Outbound Campaign Management and Predictive Dialling Application that blends outbound campaign calls with inbound ACD calls if required.
Multi-Site Routing. Interaction Director® works with CIC to leverage IP telephony and virtually eliminate phone systems at remote sites. Also allowing agents and supervisors to work from home, from a branch office, etc, and improve agent availability and service with carrier-based pre-call and post-call routing throughout Multi-site Contact Centre operations.
Recording, Scoring and Quality Monitoring. Supplement CIC’s standard recording features with the pre-integrated Interaction Recorder ® to digitally record calls as well as e-mails, faxes and Web chats based on configurable business rules. Flexible scoring helps maximize agent performance, while intuitive user tools simplify recording file management and retrieval.
Supervision and System Monitoring . Enhance CIC’s already extensive supervisory and agent/ system monitoring capabilities with the Interaction Supervisor plug-in component for even more comprehensive monitoring and reporting in one readily-viewed interface .
Complete Workforce Management. Use the integrated Interaction Optimizer™ application to combine CIC’s historical ACD data with market projections for demand forecasts and scheduling, and its real-time adherence features to ensure optimal staffing at all times. Interaction Optimizer also leverages Interaction Recorder and Interaction Supervisor to keep agent performance and service at peak levels.
Customer Self-Service and eService Automation. Offer customers their choice of e-mail response management, Web self-service or speech-enabled IVR to access information at their convenience. CIC’s pre-integrated architecture makes such automation easy with no legacy system limitations.
Speech Recognition. Simplify IVR processes, database access and more for customers. CIC’s optionally available speech recognition recognizes specific words, such as “order,” and even whole sentences, such as “I want to order the greatest hits of the ‘70s CD” when spoken over the phone.
Best Fits
Customer Interaction Centre is well-suited for Contact Centres from 25 - 4000 agents, for multi-site Contact Centres with thousands of agents and VoIP initiatives, and for customer-driven businesses and teleservices outsourcers with rapidly changing service requirements.
Faster Return on Investment by leveraging CIC’s unmatched functionality as a total communications solution that works with your existing PBX, or by using CIC to replace PBX equipment and add Unified Messaging and Presence Management throughout your organization for increased performance and productivity.
Increased Customer Satisfaction via multimedia routing, quality monitoring and self-service options that produce the best experience possible for customers.
A Lower Total Cost of Ownership by replacing multi-box proprietary hardware with CIC’s pre-integrated application suite and single set of business routing rules, anchored by a single administrative interface for PBX, ACD, outbound campaigns, recording strategies and other CIC functions. Also unify reporting, and reduce training costs with one intuitive set of applications for agents, supervisors and business users alike.
The offerings from CallTime Solutions include the world’s best of breed products that CallTime has selected to represent in Australia, New Zealand and Asia.
Our engineers are fully experienced, trained and certified to design, implement, test, train and support your solution to ensure it exceeds your expectations
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