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Customer Interaction Center (CIC) is Indianapolis-based Interactive Intelligence's bundled communications application software suite. CIC was specifically created to accommodate the performance requirements of contact centers and other customer-driven enterprises. It includes traditional TDM and IP-based switching with SIP support; an all-software IP-based version using Intel's HMP software; desktop soft phone with full call control and presence management; automatic call distribution with skills-based routing and multimedia queuing and routing; interactive voice response (IVR) with optional speech recognition; fax services; screen-pop; Web chat and callback; unified messaging; call monitoring and recording, and other functionality. CIC Version 2.4, released this month, includes a broad selection of new features and enhancements both large and small.
Key Feature Enhancements To CIC 2.4
' SIP Media Server. New SIP Media Server more than doubles scalability to support approximately 400 agents in an all-software configuration using HMP, and approximately 1,000 agents in a non-HMP configuration. This extends the cost-savings benefits of an all-software deployment beyond small IP contact centers, to medium and very large IP contact centers, especially those with distributed operations. Combined with a multiple server configuration, it also gives mission-critical contact centers maximum reliability.
' Screen recording. New screen recording capabilities automatically link screen capture files with interaction recording files to provide synchronous playback. Screen capture is available for calls and Web chats. By leveraging existing CIC telephony resources, thus eliminating integration efforts, and by offering flexible deployment options based on call volume, these new capabilities help give medium-sized contact centers the type of sophisticated performance optimization features that were previously available (not to mention affordable) to only large organizations. The screen recording features have multiple benefits in the vertical markets: healthcare organizations, for example, are better able to meet HIPAA compliance rules, and financial services and public companies are better positioned to conform to Sarbanes-Oxley and privacy regulations.
' Real-time, alert-based supervisory messaging. New alert capabilities enable supervisors to set thresholds for triggering messages based on real-time statistics. Alerts can be sent to individual users, a single workgroup, or multiple workgroups, and agents can receive them as popup or ticker tape messages. Agents can also view their own statistics and time-in-status. Combined, these capabilities help supervisors more efficiently optimize agent performance, while empowering agents to be more productive and serve customers better.
Performance Optimization
As an optional feature to CIC 2.4's add-on product, Interaction Recorder, new screen recording capabilities automatically link screen capture files with interaction recording files to provide synchronous playback. Screen capture is available for calls and Web chats. Interaction Recorder also offers enhanced agent scoring, giving supervisors the ability to mark a question or question group 'not applicable' for more effective evaluation.
Enhancements to CIC 2.4's Interaction Supervisor application include a new 'whisper coaching' feature, which allows supervisors to speak to agents during a call without the caller hearing.
For the CIC 2.4 Interaction Client .NET Edition, Interaction Supervisor now allows supervisors to set thresholds for triggering messages based on real-time statistics (e.g., too many calls in queue). Messages can be sent to individual users, a single workgroup, or multiple workgroups. Agents can receive supervisory alerts as popup or ticker tape messages, and supervisors can automatically trigger alerts so agents know when they are about to be put in queue. For agent views, Interaction Supervisor enables agents to see their own statistics versus those of their workgroup, as well their time-in-status to check if they've been on break too long, for example.
Speech Features
Other interesting features to note include a new speech-enabled message retrieval and status setting component called Interaction Mobile Office, which allows for 'hands-free' use. Employees can use speech commands to change status (e.g., 'In a Meeting,' 'Out to Lunch,' etc.), process voice mail and e-mail and call co-workers on pre-configured numbers, such as a work, cell or home phone. The speech-enablement feature for voice mail menus is configurable using XML. This enables users to alter DTMF menu choices, and import voice mail mappings to replace an older voice mail system without requiring end-user training.
Other Compliance Factors
In addition to new CIC 2.4 screen recording for assistance with HIPAA compliance, Sarbanes-Oxley regulations and privacy rules, basic 911 location support for emergency personnel has been added to help larger organizations comply with regulatory requirements by supplying the physical location of stations used on the CIC system. It also enables system administrators to configure the phone number that will display when individual employees call emergency services.
CIC 2.4, which is to be released on November 15th, is sold through a global network of approximately 160 Interactive Intelligence value-added resellers. CIC 2.4 is priced per user or station. Average contact center agent pricing is between $2,500 and $4,000, depending on media and functionality. Pricing includes installation and hardware. Average business user pricing is between $350 and $1,000 per station, depending on functionality and system size.
For more in-depth information, visit www.inin.com. CIS
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