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Interactive Intelligence

Customer Interaction Center, by Interactive Intelligence, delivers an all-in-one solution that unifies communications, information, and business processes throughout your organisation. This is made possible by an open standards IP communications platform and pre-integrated application suite developed specially for the demands of today’s multi-channel contact centre. QPC specialises in the delivery of the Customer Interaction Centre as a cloud or premise based solution, and the operation of the Customer Interaction Centre as a supported or managed service.

All-in-one Platform Customer Interaction Centre

All-in-one platform. Centralize multichannel processing and inbound/outbound blending as well as system configuration, administration and reporting. If your Customer Interaction Centre solution is on-site you will require fewer servers, reducing energy consumption throughout your data centre. If your Customer Interaction Centre solution is hosted you have the confidence that your communications solution is seamlessly integrated.

Scalable All-software architecture

Customer Interaction Centre eliminates costly voice boards and multiple points of failure, makes rip and replace a thing of the past, and makes disaster recovery and multi-site location independence inherent. Incremental application licensing makes it easy to meet growth needs.

Business Process Automation

Automate critical business processes using Customer Interaction Center’s communications capabilities to capture, prioritise, route, escalate, and track each step of a work process. By keeping processes moving and participants communicating, work gets completed faster and more accurately.

Wide-ranging Interoperability

Out-of-the-box integrations connect to voice systems, databases, web services, messaging platforms, back-office applications, WFM packages, third-party systems, and SIP devices and hardware, virtually any component unique to your business and communications processes. Cost-effective multichannel customer service. Calls, faxes, email, web chat, SMS, online forms, social media. CIC handles all types of communications the same way for service that’s both consistent and responsive. Monitoring and end-to-end reporting ensure quality across all channels.

Cost-effective Multichannel customer service

Calls, faxes, email, web chat, SMS, online forms, social media. Customer Interaction Center handles all types of communications the same way for service that’s both consistent and responsive. Monitoring and end-to-end reporting ensure quality across all channels.


Features:

  • Multichannel access – phone, fax, email, web, SMS, business objects, social media
  • ACD – Multichannel queuing, priority and skills-based routing, Email routing
  • Remote and at-home agents
  • CRM integrations – Screen pop
  • Pure blended inbound/outbound campaign management
  • IVR – Intelligent speech recognition, Self-service automation
  • Real-time continuous multichannel monitoring
  • End-to-end reporting
  • Agent monitoring, mentoring, scoring, user-defined alarms, alert monitoring, screen recording
  • Automated post-call satisfaction surveys, feedback management
  • Interaction tracking and analytics enterprise-wide
  • Scalability – Up to 5,000 ACD agents
  • Business process automation, in the contact centre and the enterprise
  • Workforce management
  • Social media and third-party integration tools

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