Customer Interaction Center (CIC)
Providing contact centers with a better solution
Today, Interactive Intelligence is widely accepted as the most innovative provider of multimedia contact center and SIP-based IP telephony products and services. Their goal has always been to create one solution to manage interactions of every media type to replace multi-system PBX, e-mail, fax and Web services. Via Interactive Intelligence, Adapt provides contact centers integrated software to manage phone calls, faxes, e-mails and Web interactions alike – all with open architecture for IP communications flexibility that’s virtually impossible with rigid proprietary hardware platforms.
With more than 10 years of R&D refinement behind it, Customer Interaction Center (CIC) software gives contact centers the best problem-solving suite of contact management applications available, highlighted by ACD and priority routing, all out of the box.
CIC allows your contact center to quickly adapt to changing customer and market requirements with its open architecture and modular design. Add features as you need them, including ACD and multimedia queuing, skills-based and priority routing, PBX, IVR, recording, fax server, Web services, quality monitoring, and a unified desktop user interface for formal and informal agents as well as supervisors. CIC even provides the switching required for call routing, and supports easily integrated applications from the Interactive Intelligence product lineup for self-service automation, outbound and blended campaigns, multi-site routing, multimedia recording, interaction tracking, and advanced supervisory control.