Innovation, experience and value
for the IP contact center
Consider all the communications systems a modern contact center needs: ACD, IVR, PBX or IP PBX, fax, e-mail, Web services, recording, quality monitoring, predictive dialing, call logging, eServices, knowledge management , tracking, reporting, etc., etc. And the list doesn’t even include voice over IP.
Since 1994, Interactive Intelligence has brought innovation and experience together in a single software solution that lets contact centers replace multi-box hardware. A daptable open standards software for multimedia contact management, a clear migration path to VoIP and SIP … and value no proprietary systems will ever match.
 Pre-integrated IP application suite
Out of the box, the bundled Customer Interaction Center® application suite gives your contact center an IP-ready system and single administration interface for everything it needs, including the switching required for call routing along with:
- ACD with skills-based routing
- Multimedia queuing for calls, e-mails & Web chats
- IP telephony , IP PBX, PBX, VoIP
- Speech-enabled IVR
- Fax server & Web services
- CRM & integrated screen pop
- Digital call recording
- eServices & knowledge management automation
- Optionally available speech recognition
Add features without adding proprietary hardware
In addition to reducing CTI complexity, the pre-integrated CIC Server lets you add features without adding proprietary or third-party hardware. Simply integrate available add-on applications from Interactive Intelligence whenever requirements dictate for:
- Outbound predictive dialing & blended campaign management
- Multimedia recording, screen recording & quality monitoring
- Interaction tracking for all media types
- Multi-site routing
Open migration path to VoIP
Unlike proprietary VoIP hardware solutions, the standards-based CIC software architecture comes equipped for IP communications — allowing your contact center to adopt VoIP at any time with no third-party or proprietary bolt-on products needed. CIC also was one of the first IP telephony solutions designed for the Session Initiation Protocol communications standard (SIP), and leverages an integrated SIP-based media server and network to offload the processing of media operations and drive CIC scalability.
Continuous contact improvement & agent optimization
CIC enables contact centers to implement quality programs for all media types and assists regulated companies with agent compliance issues. Integrate the Interaction Recorder® add-on application to CIC, and monitoring, recording and scoring agent performance comes down to a single environment for total quality assurance.
Advanced outbound/inbound contact capabilities
Integrate the outbound Interaction Dialer® application to CIC for a unique blended multimedia customer contact solution that maximizes agent resources through scripting and agent “staging” capabilities. Also integrate the Interaction Tracker and Interaction Recorder solutions, and CIC helps teleservices firms, collections companies and other regulated businesses face compliance issues head-on .
A scalable offering … best fits
CIC outfits contact centers with thousands of agents, remote agents and multiple locations just as easily as call centers of 10 or more agents. Larger global contact centers can also extend applications to blend with business processes and data systems without high IT costs, and can cost-effectively standardize their technologies with CIC’s intelligent router and open software adaptability.
Why Interactive Intelligence?
For more than a decade, Interactive Intelligence Inc.® (Nasdaq: ININ) has built innovation and experience into products that let any business manage today’s complex multimedia interactions and rapidly respond to change. The result is unparalleled value that comes from:
A lower total cost of ownership
Increased customer satisfaction
A faster return on investment
Interactive Intelligence employs 350 professionals in offices worldwide, serves nearly 2,000 customers in 60 countries through a global network of 160 reseller partners, and has grown in total revenues from $1.6 million in 1997 to $55.1 million in 2004. Our company was recently listed as one of Software Magazine’s Top 500 Global Software and Services Companies for the fifth year in a row, and also is the recipient of Frost & Sullivan’s 2005 Excellence in Technology award in the field of customer contact center management software.
Contact us
Interactive Intelligence
7601 Interactive Way
Indianapolis , IN 46278 USA
317.872.3000 voice & fax
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