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Interactive Intelligence has a reputation that precedes it: one of spot-on innovation and extreme reliability. I have never spoken with a call center manager who uses the CIC product and doesn't rave about it. The company is run by people who know the call center inside out. It's what separates it from companies that are great with slogans but that offer mediocre products.

Interactive Intelligence Inc.
7601 Interactive Way
Indianapolis, IN, 46278

http://www.inin.com


Product Name: Customer Interaction Center (CIC)

The new version of CIC provides three important new capabilities. First, the release introduces a new session initiation protocol-based Interaction Media Server, which provides an increase in IP system scalability and reliability by transferring the majority of all media processing to the dedicated media server. Second, CIC delivers additional agent optimization enhancements including screen recording, whisper coaching and agent alerts. The final addition to the release targets the product’s enterprise telephony users with enhancements to the voice messaging component of the offering, including a speech recognition interface for message management and the addition of customer-configurable voice mail menus.

CIC even eases implementation and maintenance for IT staff. As a standards-based solution, the CIC software requires no multi-box hardware or customization, centralizes administration in a single interface and reduces the complexity often associated with CTI. Also, unlike hardware-centric proprietary solutions, the IP-ready CIC architecture gives organizations a clear-cut path to adopting voice over IP at any time, no bolt-on VoIP products required.


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