This qualification brings industry leading contact center features to Microsoft Lync Server 2013. CIC is featured in Gartner’s 2013 Magic Quadrant for Contact Center Infrastructure, Worldwide. CIC is available as both a premise solution and had a hosted solution by way of Interactive’s CaaS (Communications as a Service) option. The system is extremely scalable and offers solutions for small, medium and large contact centers, both on premise and hosted.
You can give your customers a choice when contacting you:
- Web chat
- Social media
Along with all of the contact options, you can also deploy fully integrated solutions for outbound dialing, agentless campaigns, IVR (interactive voice response), quality management, workforce management and optimization, real-time monitoring, speech analytics, at home agents and more. CIC is an all-in-one platform that includes a full suite of applications that can be turned on as needed and scaled to fit any need.
In addition to the above technologies Interactive Intelligence has created an innovated option for business process automation. Interaction Process Automation (IPA) works in tandem with your call center to queue and deliver work requests while automating processes that can be handled automatically. Real time monitoring gives you oversight into every step of the workflow along with reporting stats, alerting for delays, deliverable dates and errors. Work can be reassigned on the fly with integrated business rules.
CIC also includes applications for screen recording, customer surveys and more. All of this can be used to deliver a first rate customer experience with Microsoft Lync.