Customer Interaction Center 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, whether on-premise or through our hosted solution. But CICs inherent PBX/ IP PBX call processing, voicemail, fax server and unified messaging also let it reach throughout 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 Centers built-in components and pre-integrated add-on applications give your business everything it needs in one complete solution.

• Automated Call Distributor (ACD) with universal queuing
• Interactive Voice Response (IVR)
• Screen pop
• PBX and IP PBX call processing
• Outbound campaign management
• Multi-site routing
• Recording, scoring and quality monitoring
• Supervision and system monitoring
• Complete workforce management
• Customer self-service and eService automation
• Speech recognition

Best fits
Customer Interaction Center is well-suited for contact centres from 25-400 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.

Key benefits
CICs proven design and open software architecture leads to benefits unique in the contact centre industry, and also for the enterprise.

• Increase your competitive advantage
• Rapidly migrate to voice over IP via SIP
• Centralize administration for the multi-channel environment
• Avoid expensive vendor maintenance services
• Protect investments
• Optimize your workforce
• Provide superior service and self-service
• Realize a faster return on investment

Hosted Solutions
Hosted Communications offers individual or bundled Hosted Contact Center and Enterprise On-demand solutions plus professional services.