“The latest version of CIC gives contact centers and enterprises significantly increased scalability and reliability, an enhanced user experience, and improved management insight. Version 4.0 gives customers an easier-to-deploy and more cost-effective alternative to what’s currently on the market,” says Shaheen Haque, territory manager, Middle East and Turkey at Interactive Intelligence.
CIC 4.0’s new real-time speech analytics application, Interaction Analyzer, provides real-time keyword- and phrase-spotting on either the customer side, agent side, or both sides of a voice conversation. This real-time capability enables contact center managers to be alerted to problem interactions, then monitor, coach, or intervene to better satisfy customers and improve agent performance.
Architectural improvements in CIC 4.0 provide significant scalability increases. Metrics associated with these improvements include a more than double increase in the number of automatic call distribution (ACD)-enabled agents supported on a single server; a five-time increase in the number of simultaneous interactive voice response (IVR) sessions supported; and a seven-time increase in the number of calls that can be recorded per hour. The company’s increase in product scalability is part of its continued move up-market to make CIC a competitive offering for the largest global contact centers.
Another architectural improvement is the elimination of third-party call processing software and moving all media processing to the company’s Interaction Media Server. With these enhancements, CIC 4.0 becomes a pure application server that can be located at a central data center with media servers at branch offices, thus creating a private cloud deployment model. This change increases scalability and enables customers to process media locally for improved business continuity and survivability.
CIC 4.0 continues the focus of providing a better customer service experience by providing improved tools and features at every level of the service process.
This includes the addition of Interaction Web Portal, a new application that monitors, records, reports and tracks agent and queue activity in a single web portal environment for executives as well as supervisors. Corporate contact center managers can also use it to give visibility to C-level staff, and agents can access it to monitor their own productivity and proactively help improve customer service. It also enables contact center outsourcers to provide their clients with secure, branded access and real-time visibility.
Further enhancements in CIC 4.0 include a new Web client for agent & business users, upgraded threaded email queuing and handling, more efficient queries of call, email, web chat, fax recordings, and expanded and improved reporting along with Interaction Reporter.
CIC 4.0 is targeted at mid-size to large contact centers and enterprises, and is now generally available in the Middle East and worldwide and offered through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company’s direct sales force.
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