What’s New in Customer Interaction Center® (CIC) 2.4
WHAT IS IT?
Customer Interaction Center® (CIC) is a bundled communications application software suite specifically designed to meet the demanding performance requirements of contact centers, and customer-driven enterprises. CIC includes traditional TDM and IP-based switching with SIP support; an all-software IPbased 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 with optional speech recognition; fax services; screen-pop; Web chat and callback; unified messaging; multimedia recording, and more.
CIC 2.4 Top Three New Features & Benefits
- SIP Interaction Media Server™ - New SIP media server more than doubles scalability to support 300+ agents in an all-software configuration using HMP, and approximately 1,000+ agents in a non-HMP configuration. This extends the cost-savings benefits (up to 40 percent) of an allsoftware deployment beyond small IP contact centers, to medium and very large IP contact centers, especially those with distributed operations, and even cost savings benefits for boardbased deployments. It also gives mission-critical contact centers true “five nine’s” of 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 give mid-sized contact centers the type of sophisticated performance optimization features previously only affordable for large organizations. These features also benefit healthcare organizations by helping them meet HIPAA compliance rules, and financial services and public companies by helping them 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 most efficiently optimize agent performance, while empowering agents to be more productive and better serve customers.
CIC 2.4 Detailed Feature Highlights.
The latest CIC release, version 2.4, includes a host of new features designed for contact centers that want to:
Expand Operations Quickly & Easily While Increasing Efficiencies & Reliability –
- CIC 2.4 includes a new SIP Interaction Media Server™ that offloads call recording processes and audio streaming without voice boards or HMP software, thus more than doubling scalability to support approximately 300+ agents in an all-software configuration using HMP, and approximately 1,000+ agents in a board-based configuration.
- Because the media server handles recording activities outside the CIC server, calls remain inprogress and reliability is increased. When combined with a multiple server configuration, this gives mission-critical contact centers “five nine’s” (99.999 percent) of reliability.
- CIC’s Interaction Administrator® component, upgraded with the new Admin Server 5000, has also been optimized for scalability and ease-of-use, enabling administrators to more quickly make changes, while working with up to 5,000 users within the Administrator interface. Administrator’s new SIP regionalization and locality feature has further simplified administration by making configuration more intuitive for location-specific dial plans.
- SIP regionalization and locality also conserve network bandwidth by enabling local calling with regional dial plans, while reducing toll costs from site-to-site.
Optimize Performance & Enhance Customer Service –
- 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 supervisor’s 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 gives supervisors the ability to speak to agents during a call without the caller hearing.
- For the CIC 2.4 Interaction Client® .NET Edition, Interaction Supervisor now enables supervisors to set thresholds for triggering messages based on real-time statistics, such as too many calls in queue. Messages can be sent to individual users, a single workgroup, or multiple workgroups.
