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AVTEX - Contact Center Automation
Customer Interaction Center - the complete contact center solution
Customer Interaction Center (CIC) is a comprehensive, easily implemented contact center solution that lets all types of businesses manage all types of customer interactions - from phone calls and faxes to e-mails and Web interactions. In other words, CIC focuses on customer contact management so agents can focus on providing quality service, and so contact center supervisors can focus on maximizing agent performance.
In one software solution, CIC bundles what most contact centers need to elevate the service experience for every customer who contacts them. CIC's all-in-one design requires no separate boxes, interfaces and applications, and even removes the complexity often associated with CTI. Best of all, CIC is ready to use with no complex customization or administration needed, since CIC's built-in components and seamlessly integrated add-on applications give your contact center everything in one complete solution.
- ACD with universal queuing. You know the power of an automatic call distributor in a call center. Step up to the most complete multimedia ACD available to power every one of your customer interactions. Also utilize CIC's skills-based and media-based routing to quickly get each interaction to the right agent.
- IVR. Use CIC's interactive voice response component to offer self-service options while customers are waiting in queue, or speech-enable your self-service options for customer convenience your competitors can't match.
- Screen pop. Get the right information to agents before they ever start interacting with a customer. With pre-built integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others, your system administrators will be glad to avoid the CTI hassles and upgrade nightmares of the past.
- Multi-site routing. Leverage IP telephony to virtually eliminate phone systems at remote sites and also allow agents and supervisors to work from home, from a branch office or anywhere else. CIC's multi-site routing improves agent availability and productivity with carrier-based pre-call and post-call routing whenever weather or other disasters threaten your contact center's operations, and your customers' satisfaction.
- Outbound campaign management. Increase sales, collections and other business objectives using outbound, blended, and even multi-modal agentless campaigns that efficiently dial your contact lists according to campaign goals. One solution lets you create campaigns, build Web-based campaign scripts, and monitor campaign activities for thorough telemarketing regulatory compliance via real-time supervision and detailed reporting.
- Digital call recording and quality monitoring. Record calls as well as e-mails, faxes and Web chats based on configurable business rules. Flexible scoring and out-of-the-box scoring reports also optimize agent performance. Pre-integration with CIC provides a cost-effective solution that's easy to install and configure, including intuitive user tools for recording file storage, management, and quick retrieval.
- Customer self-service and eService automation. Offer customers their choice of speech-enabled IVR, e-mail response management or Web self-service to access information when they want it, where they need it. Easy system pre-integration enables you to give customers the convenience they demand, free from legacy system limitations, for less cost, and according to your contact center's business needs.
- Supervision and system monitoring. Plug in a comprehensive, readily viewed monitoring interface and reporting to CIC's already extensive supervisory and agent/system monitoring capabilities.
- Speech recognition. Simplify IVR processes, database access and more for customers. CIC's optionally available speech recognition recognizes specific words, such as "order", and even whole sentences, such as "I want to order the greatest hits of the '70s CD" when spoken over the phone.
Key Benefits
CIC's proven design and open software architecture leads to benefits unique in the contact center industry:
- Faster return on investment by leveraging CIC's unmatched contact center functionality. Even use CIC as a total communications solution that works with your existing PBX or completely replace it and add unified messaging and presence management throughout your organization for increased performance and productivity.
- Increased customer satisfaction with call routing, quality monitoring and self-service options that produce the customer experience you really want.
- A lower total cost of ownership by using a single administrative interface for PBX, ACD, outbound campaigns and call recording strategies. Train agents, supervisors and other business users on one set of applications. Unify call center reporting and more.
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