Solutions / Voice Systems
InIn - Interactive Intelligence
Today's communications systems consist of many different units such as PBXs,
automatic call distributors (ACD), interactive voice response systems (IVR), fax
servers, web gateways and computer telephony integration middleware systems
(CTI). Interactive Intelligence's Interaction Center Platform™ is the basis for
its unique suite of Windows based products designed to replace proprietary
communication devices. Unlike traditional telecom solutions, the Interaction
Center Platform offers a unique open, unified architecture that virtually
eliminates the need for integration. This architecture was designed to reduce
start-up and maintenance costs, simplify administration and increase ease of
customization.
"All-in-one" Solution
Among its many advantages over traditional phone systems, and even over Computer
Telephony Integration (CTI) solutions, InIn is a software-based voice and data
convergence product running on the groundbreaking Interaction Center Platform -
an open, unified software platform designed to process all interactions alike.
That means InIn "all-in-one" platform architecture allows your organization to
give customers and other parties world-class service whether they interact with
you via the phone, fax, e-mail or the Internet.
Benefits of Interaction Center Platform
Lower cost of ownership with a unified solution for:
Multimedia ACD with skills-based routing
IVR
Screen Pop
FAX Services
Web and E-mail Self-service with e-FAQ-E-mail Routing/Processing
Web Chat/Collaboration
Outbound Dialing with Interaction Dialer
On demand or full time recording with Interaction Recorder
Multi-site Call Routing with Interaction Director
Inbound/outbound agent scripting with Interaction Scripter
Agent Control:
Desktop GUI to control and manage all interactions
Screen Pops - CTI
Supervisory Tools:
Monitor all interaction types through a single graphical console
Run reports for all interactions
Set real-time alerts for all interactions
On-site System Control - Interaction Attendant-Manage day-to-day call
processing control
Ease of administration - Interaction Administrator
Use a single administrative interface for users and skills across
interaction types
Manage multimedia interaction workgroups
Manage system resources such as voice, stations, integration points
Ease of Customization - Interaction Designer-Use a graphical tool to build
custom interaction processing
Features of Interaction Center Platform
Private Branch Exchange (PBX))
Automatic Call Distribution (ACD
Interactive Voice Response (IVR)
Unified Messaging
Web Interaction Management
E-mail Management
Software Phone
Remote Connectivity
Multi-Site Capabilities
Real-Time Supervision and Alerting
Recording
Reporting
Fax Services
Call Recording and Monitoring
Text-to-Speech and Speech Recognition
Database Connectivity
Mainframe Connectivity
Voice Over IP (VoIP)
Customization
Predictive Dialing
Agent-Side Visual Call Scripting
Mobilite: The Path to Mobile Business Applications
Communite: The Ultimate Buzz in Unified Communications
Application Areas of Interaction Center Platform
Organization and tourism agents
Tele-sales companies
Delivery companies
Help desk services
Internet service providers
B2C sites
Education sector
Insurance companies
Stock exchange companies
Banks and other financial institutions
Pharmaceutical companies
PRODUCTS
Customer Interaction Center™ (CIC))
The All-in-One Solution for Sophisticated Contact Center Automation. Designed
for call centers with up to 400 agents per site, CIC is a scalable, unified
solution with all the functionality to turn your call center into a
comprehensive multimedia contact center. In addition to phone calls, faxes and
e-mails, CIC is ideal for text chats, Web call-back requests, Voice over IP
calls and CRM-based screen pops. CIC also includes skills-based routing and
management capabilities for inbound, outbound, or blended interactions. CIC 2.0
additionally offers enhancements in performance, logging, real-time monitoring,
reporting, security, development tools, and much more.
Customer
Interaction Center™
Enterprise Interaction Center® (EIC)
The Total Interaction Solution for e-Commerce and Customer-driven Businesses
From the 20-person startup to the Fortune 500 company with 5,000 people and
dozens of offices worldwide, the EIC software is ideal for automating all
aspects of the communications process. Among EIC's many features are interaction
tools like auto-attendant, unified messaging, e-mail auto-response, presence
management and conferencing, along with full telephone and Web interaction
capabilities
Enterprise
Interaction Center®
Service Interaction Center™ (SIC)
The Comprehensive Interaction Management Solution for Service Providers
SIC lets ASPs, CLECs and ISPs and other service providers offer enhanced
services like unified communications, conferencing, wireless access, instant
messaging and contact management. The SIC software works closely with
large-scale LDAP directories and e-mail systems to handle subscriber bases from
a few thousand to a few million, and enables service providers of all types to
deploy advanced communications capabilities to their subscribers.
Service
Interaction Center™
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