Interactive Intelligence

Customer Interaction Center^®
The most comprehensive all-in-one business communications solution for the Enterprise
PBX/IP PBX, ACD, IVR, CTI, UM and more

Customer Interaction Center delivers an innovative pre-integrated application suite to manage all business communications on one platform. CIC's powerful contact center applications and PBX / IP PBX call processing, voicemail, fax server and unified messaging capabilities extend its reach throughout the enterprise - connecting and empowering agents, supervisors and business users, to elevate productivity, performance and customer service.

Our standards-based, all-in-one solution centralizes administration in a single interface, reducing the complexity associated with CTI, and easing implementation and maintenance for IT staff. Unlike hardware-centric, proprietary solutions, the CIC architecture gives organizations a clear-cut migration path to Voice Over IP. An all-software IP option allows IT to deploy CIC with standard, off-the-shelf servers, keeping overall costs low and IT’ s learning curve even lower.

Customer Interaction Center is well-suited for contact centers with 25-5,000 agents, large businesses with 1,000 or more users, complex multi-site deployments, and organizations interested in benefiting from a SIP-based VoIP system. CIC's built-in components and pre-integrated add-on applications give you everything you need to achieve excellence in business communications--in one complete solution.
 

Enterprise Interaction Center™
100% Microsoft®-based IP PBX communications
One complete system for the mid-sized enterprise

Traditional PBX phone equipment was never made for voice over IP (VoIP) and open standards like SIP. Vonexus Enterprise Interaction Center, however, is a pre-integrated IP PBX application suite and phone system designed for VoIP and SIP out of the box. More than that, Vonexus EIC gives your enterprise everything it needs for “new-age” business communications.

Interaction Dialer^®
SIP-based outbound and blended predictive dialing

Outbound and blended campaigns can boost teleservices capabilities, fill sales pipelines, streamline collections, aid telemarketing and fundraising efforts - essentially augment any number of marketing and relationship management processes.

More than that, a well-planned, well-executed campaign can increase a business's revenues, dramatically.

Interaction Dialer pre-integrates to the Customer Interaction Center® (CIC) from Interactive Intelligence for outbound as well as blended predictive dialing... plus compliance options, call scripting, multi-site campaign management, intelligent campaign staging and more.
 

Interaction Recorder^®
Multimedia recording and scoring

Pre-integrated to the Customer Interaction Center ® from Interactive Intelligence, Interaction Recorder provides complete quality assessment control in one environment for recording and archiving phone calls as well as e-mails, faxes and Web chats. More than just recording, however, Interaction Recorder’s innovative scoring features simplify quality assessment processes, while out-of-the-box reports facilitate measuring team and individual scoring results, and intuitive categorization and retrieval features ease recording file management .

In short, Interaction Recorder helps improve customer service standards, optimize performance, ensure governance compliance, validate sales orders and resolve discrepancies — upgrading virtually every aspect of the interaction process between your business and its customers.

Interaction Optimizer^SM
Workforce management

Scheduling agents in a contact center is a full-time balancing act. Contact volume peaks and valleys. Multimedia interactions. Managing skill sets as well as headcount… and constantly making sure agents are present and accounted for to maintain quality service levels.

Interaction Optimizer is a complete workforce management (WFM) application for optimizing agent effectiveness in contact centers of all sizes, from 20 agents to thousands.

And because the Interaction Optimizer application fully integrates to the Customer Interaction Center® (CIC) multimedia IP contact center platform, it provides functionality that WFM products and integrations from separate vendors can’t achieve.

Interaction Director^®
Intelligent multi-site routing

Pre-integrated to the Customer Interaction Center® from Interactive Intelligence and flexible enough to work on a variety of supported PBX/ ACD platforms, Interaction Director routes phone calls to the location that can best handle those calls at that time. For high call volumes, a single Interaction Director server can even process hundreds of thousands of calls per hour.
 

e-FAQ^® 
Knowledge and response management

e-FAQ not only serves your customers, it keeps your own employees better informed. In a single solution, e-FAQ gives users across your enterprise and contact center a seamless, integrated gateway to the information that drives your business. Vital, accurate, up-to-date information that employees and customers alike can query for as needed, using their choice of communications channels to ensure rapid data delivery.

The e-FAQ application uses linguistic analysis to clarify incoming questions, search for matches, and instantly reply when an appropriate match is found. e-FAQ’s Web-based e-FAQ Knowledge Manager™ simplifies authoring and centralizes administration ,reporting, and testing. e-FAQ’s built-in “WYSIWYG” editor interface and sample response templates further streamline the authoring and implementation process.
 

Messaging Interaction Center™
Voicemail, voicemail system replacement, unified messaging, enhanced unified messaging, Interaction Mobile Office™, SIP-based VoIP

Enterprise messaging has become a necessity wherever messages form the thread between people and information. Yet trying to manage multi-channel voice and data messages from different systems, in increasing volumes, isn't easy or productive.

The Messaging Interaction Center solution lets organizations in business, higher education, healthcare, and other sectors support every aspect of messaging, and do so with a single powerful, LDAP-based software platform.