Fourth Generation Call Center --- CIC
Traditional call center automation
Set up a new call center? Upgrade the existing call center? Too much trouble, is it? It is PBXS, and it is ACDS, and IVRS, no matter what problem, it is difficult to find a straightforward answer. If you add CTI, it is even a mess. Supplier A plus supplier B, plus the supplier C's zero fragmentation, and then it is a month, and it is impurdeed. What are you getting to? The old set of solutions is unobstructed for you to enter the Internet.
Introduced the fourth generation call center CIC-call center automation new breakthrough
Call center in the world is discovering, a reality that has become a reality - Customer Interaction Center (CIC) generated by interactive interactive, CIC is the most advanced CRM product in US Intective Intelligence. This is an exciting Windows NT-based new all-round communication server. Perhaps you have read the commentary article on the magazine of "Computer Phone", "Personal Center" and "CTI". Perhaps you have heard of Gartner Group, or even see it in your own eyes in your neighboring traffic. Then let's take a look at what CIC can do for you.
Traditional call center (enlargement) fourth generation call center (enlarged)
Quick latest call center
A server, Windows NT, and several multimedia processing boards have constituted CIC, which is all of the required. Connect this new system to your local area network, insert the phone relay line (simulation, T1, ISDN PRI, or E1). You now have the most advanced traffic center communication system worldwide. PBX, Auto Call Distributor (ACD), skill-based routing, fax, unified information transfer, website service, screen pop, voice login, there should be! Connect the phone handset or headphones with up to 300 vintagers, you can open.
Beyond ordinary call center - multimedia interactive center
However, don't be complacent because there is a great call center. You also need to provide more services, such as mixing interaction. Today's customers are no longer satisfied with just calling, they need more choices. Email, fax, network call, text chat, voice network delivery, etc., they all want. The CIC allows you to handle all of these interactive services, and the same is the same as a skill-based routing engine that is used to handle the phone. Using CIC, the incoming Internet text chat request will issue "ring" on the Attendant console, just like a mobile phone. You can have the same functions, such as tracing, monitoring, reporting, etc.
Network (IP-Based)-based customer service
Add a new button for you and the website to make customers with email, or ask back. CIC can even provide real-time communication facilities so that customers can communicate with the attendant with the attendant on the Internet to converse meetings and voice networks. CIC works on all major Windows-NT and Unix server-based web servers.
Support IP exchange
In addition to supporting built-in voice exchange, CIC can also support IP-based swap feature by integrated outlined IP switches (such as Cisco AVVID platforms). With CIC's IP swap feature, business organizations can make full use of the multimedia contact center management functions provided by CIC. At the same time, you can fully enjoy the benefits of integrated speech and data, that is, the simplification and cost of management. In addition, through IP networks, the commercial organization can simply carry out distributed call centers and remote seats.
Ultimate fusion
With the CIC, the operator can take a special job according to your requirements, and can also be worryable. You can have an attendance to handle calls and outgoing calls, or, maybe only call out calls when they are not busy. With CIC's complete skill routing, you can maximize the function of experienced attendants. The CIC's multimedia queuing feature can not only queue and distribute the telephone call, but also queued and assign emails, faxes, network text conversations, network call requests, and voice network delivery. Rapid lightning
Forget the complex integration schedule for a long time, forget to take a tongue lip sword with a few different suppliers, forget the mutual accusation when you have a problem. The CIC allows you to put the call center into the operation in a few weeks, not a few months. You, with CIC, PBX, ACD, and IVRs can work with the sky. You no longer need devices (such as CTI Middle Ware) to enable the operator's desktop screen to "pop up" when you receive an incoming call. Use only an elegant integrated product to make everything. Interactive intelligence can even provide a socket to connect with some first-class companies, such as Remedy, Vantive, Clarify, ONYX, and Software Artistic, and more.
Unlimited customization
As the foundation of each component of the CIC is the same custom tool - Java-based graphics application generator, enabling you to implement each aspect of the traffic center communication. Create an IVR script, customize the PBX dial, define the call assignment rule, confirm the overflow queue, set up a fax application, provide a network callback, custom screen pop-up menu, all of which are done with the same easy-to-use tool.
Remote agent
CIC makes the operator at home, or other remote places to complete almost all work done in the office. They only need a telephone line and an internet connection (or an ISDN line) to start working, even if you sit behind another PBX. The screen signal received by the remote operator is exactly the same as the local attendant. They can record calls, transfer, participate in conference calls, and check the status of other attendants, just like they are in the office. And the supervisor can monitor their calls and track their own, even if they are far away!
Multi-location
If you have a few call centers, CIC can connect all them, so that you can get reports, understand what the organization is doing, to go to another place, see any center in real time Any person's condition. CIC even supports multiple languages and many international network interfaces.
real time monitoring
Real-time screen allows the executive personnel to see (and hear) every line, queue, words and users. The integrated record of CIC enables you to use any call you selected by manual or automatically, without adding any devices. Dozens of reports help you track every aspect of your work condition. And you can also generate any new report as you want.
