Adapt

An Intelligent all-in-one platform.

It's called the customer experience, and consumers rate it highest when the service they get is seamless, personalized and satisfactory.

The problem is, traditional "multi-point" communications systems fragment the service process, which can push satisfaction levels well below where they need to be. In the contact center, an exceptional customer experience begins by unifying communications and the business processess that drive them. It culminates with your agents responding to every customer more dynamically. In this age of the competitive edge, productivity and cost controls still matter.

Build a better experience for your customers

A communications platform should be complete enough to make your contact center a service powerhouse, yet flexible and innovative enough to adapt every time your customers require it, when competitive pressures demand it, or when you simply need to rise above the crowd. Interactive Intelligence offers a single IP communications platform and pre-integrated application suite that’s both complete and agile. Because when it comes to your customers, building a better experience around them gives you the ultimate advantage over everyone else.

Manage Interactions Based On Their Value To Your Business

Handle and blend inbound/outbound multi-channel interactions. Consumers want convenient options to contact your business. So give them the telephone plus e-mail, Web chat, online forms and fax—inbound as well as outbound.

Automate multimedia routing and queuing processes. Whether one location or multiple sites, structure rules-based, skills-based and priority routing routines for calls as well as e-mails, chat requests and pre-defined media such as trouble tickets. After all, losing a customer in a communication maze is the surest way to lose their business.

Create revenue-producing outbound campaigns. Goal-oriented preview, power, precise and “agentless” multi-modal campaigns feed revenue streams by targeting distinct customer groups and specific times of the day or week. Monitoring and analyzing campaign performance in real-time simply lets you optimize revenue opportunities.

Administer everything in a single environment. Every IT professional’s dream is one interface to manage every aspect of a communications system—local users and remote users, lines, stations business applications, IP networks, SIP device and digital phone connections, security access and even moves, adds and changes. When an IP communications system is built on a single platform, IT dreams do indeed come true.

Enhance Contact Center and Agent Performance

The Intelligent Contact Center. Maintaining a customer’s account record is one thing, but knowing their buying habits and preferences makes your agents perceptively more helpful. Tailor an analytics framework and identify cross-selling/up-selling opportunities for individual customers using tracking, reporting and CRM functionality. Then guide agents to offer personalized services accordingly—and intuitively—with screen-popped data and service scripts equally tailored toward specific customers.

Raise service levels with quality monitoring. Imagine a single environment for synchronized voice and screen recording, whisper coaching, agent scoring, agent e-mail, real-time queue and system statistical views, visual and audio alerts, and rapid automated message alerts. The result isn’t just better operational performance, it’s better service for your customers.

Get more productivity with the same number of agents. Schedule the exact number of agents you need to meet demands—no more, no less—and achieve desired service levels with a minimum headcount expense. Even better, track schedule adherence with real-time monitoring, and you actually get more work-time out of every agent. Every day.

Energize self-service offerings. Agents aren’t very valuable when they spend more time answering questions than processing orders. Give customers a 24/7 self-service path to information and personal transactions with tools such as speech-enabled IVR and auto response for e-mail and Web chat.Unify communications on the desktop. Agents work smarter when they have the ability to manage calls and queued chats and e-mails in one place. They’re also more effective when they get real-time presence management controls and company directories, along with application integration to put customer information and business processes on the desktop.