©2006 Interactive Intelligence Inc.
Customer Interaction Center® 3.0
Applications / Components Overview
An ACD Sneak Peek
of the
An ACD Sneak Peek
of the
©2006 Interactive Intelligence Inc.
IC 3.0 – Integrated Application Suite - Rich Feature Set
PBX/ IP PBX Voice Mail/ Unified Messaging
Fax Application Server Desktop faxing
ACD Multimedia queuing Skills-based routing
IVR Intelligent speech recognition
Interaction Recording Complete Quality Assurance
Interaction Dialer Versatile Outbound Servicing
• E-Business Interactions• Workforce Optimization
– Real-time Adherence
• Integrated CTI Development• Auto-Phone Provisioning• Secure Voice Communications• Integrated Reporting• Interaction Feedback
– Integrated Customer Surveys
• Interaction Monitor– IC Systems
Management/Monitoring
©2006 Interactive Intelligence Inc.
IC 3.0 – Integrated Application Suite
- Client Application Enhancements Interaction Client
.Net Version Outlook Edition AJAX Web Edition IC Softphone Mobile Client Integrated Response Management .Net IC Library API
Interaction Supervisor End-to-End Monitoring Remote Access Support
• Integration Administrator– Increased Performance
• Interaction Attendant– Email Routing and Management
• Integration• CRM integrations• OCS
©2006 Interactive Intelligence Inc.
IC .NET Client - Enhancing Communications
©2006 Interactive Intelligence Inc.
IC .Net Client - Voicemail and Fax Management
©2006 Interactive Intelligence Inc.
IC Client: Outlook Edition - Integrated Business Communications
©2006 Interactive Intelligence Inc.
IC Client - Enhancing Communications
©2006 Interactive Intelligence Inc.
IC Web Client - Rich Cross Platform Client
©2006 Interactive Intelligence Inc.
IC Client - Native Soft Phone Support
©2006 Interactive Intelligence Inc.
Interaction Client - Mobile Edition
Mobility Support for Windows Mobile
5/6 softphone client Check other user presence Create conference calls Change personal presence Record a call
For networks offering simultaneous voice and data, can handle all functions over cellular network (HSDPA) For all others: Client uses wireless
(802.11) within the facility Audio path uses cellular
network First Release supports Pocket PC
and smartphone
©2006 Interactive Intelligence Inc.
Client bandwidth comparison
©2006 Interactive Intelligence Inc.
Directory Integration
Inter-system Calling
Presence Synchronization
OCS Messaging Integration
Within IC Client
IC 3.0 – OCS Integration
©2006 Interactive Intelligence Inc.
Interaction Supervisor™
Monitoring the ‘Heartbeat’ of Interaction
Real-Time Information Delivery
Service Level Management- Threshold Alerting- Proactive Control
Plug-in Architecture:- Agent Statistics- ACD Aware- Outbound Campaign Management- System Monitoring/Control- Multi-Site Aware: Interaction Director
Keep your finger ‘on the pulse’ of Your Call Center
©2006 Interactive Intelligence Inc.
Systems Administration – Interaction Administrator & Attendant
Interaction Administrator®
• Single Point of Administration
•Wizard-Driven Provisioning
• Simplify Moves, Adds and Changes
• Integrated Application Security
• Real-Time Management
Interaction Attendant®
• Complete IVR Management
• Create Flexible Calls Flows
• Provision in Minutes not Hours
• Multi-System Management
• Real-Time Control
©2006 Interactive Intelligence Inc.
IVR – ‘Pre-Integrated’ – Interaction Attendant
Unlimited flexibility
Text-to-Speech
Native Database & Mainframe Access
Voice Mail Routing
Automated Call Backs
Native Speech Recognition Support
Customer Satisfaction Surveys
©2006 Interactive Intelligence Inc.
Application Creation and Deployment – Interaction Designer
Your Craftsman® Toolset for any Interaction
Interaction Designer®
• Rapid Application Design
• Integrated Design Environment
• Open Standards Controls for: - Telephony: Place and Process Calls - Databases: ODBC - Web Services: SOAP, XML - Email – Simple Integration - Host Access – TCP/IP, more …
• Simply Click to Deploy
• A Tool for Every Job
©2006 Interactive Intelligence Inc.
IC 3.0: Integrated Application Suite - Modular FeaturesInteraction Dialer®Outbound/ blended predictive dialing
Interaction Recorder®Complete quality assuranceMultimedia voice/ screen recording
Interaction Director® Intelligent multi-site routing SIP-based Pre/Post VoIP routing
Interaction OptimizerDemand ForecastingScheduling, Real Time Adherence
e-FAQ®eServices/ self-service automationKnowledge management
Interaction Tracker • Continuous quality improvement • Multimedia interaction tracking
Speech Recognition• Pre-integrate to IVR plus CRM, SFA
and ERP application
Messaging Interaction Center• VM/EM/UM for 3rd party PBX
Mobile Office• Speech enabled messaging
management system
Interaction Marquee• Display statistics
Interaction Live Conference• Large scale, high availability
conference solution
©2006 Interactive Intelligence Inc.
Interaction Center 3.0 - IVR & Speech Applications
Integrated IVR and SpeechAuto attendantIn-queue IVRSpeech enabled Directory Leverage Pre-Built Grammars
Customers
Agent Interaction
Client®
Speech Engine
IC Business Rules: Customer Self-service or Agent Routing Rules
IC Business Rules: Customer Self-service or Agent Routing Rules
SpeechIVRIC
Integration
ACD
Customer Data
©2006 Interactive Intelligence Inc.
Interaction Recorder 3.0 - Optimization/Compliance: Agent ScoringInteraction Recorder Interaction Recorder
Query Builder Single interface Quickly retrieve
recordings and scored interaction questionnaires
Standard query templates
Mark a question or question group N/A Does not affect agent
score Scoring flexibility
©2006 Interactive Intelligence Inc.
Interaction Recorder 3.0 - Optimization/Compliance: Screen Recording
• Add-on screen capture capability
• Automatically link screen capture file with interaction recording file
• Synchronous playback
• Screen capture for all multimedia interactions (CIC only)
©2006 Interactive Intelligence Inc.
Interaction Tracker - Continuous Quality Improvement
Single Administration Console
.Net Client Integration w/ Tracker Selector
Capture multimedia customer contact events and histories
Quickly retrieve recordings using the Interaction Recorder Client
Score all media types and customer interactions
©2006 Interactive Intelligence Inc.
Interaction Dialer 3.0 - Outbound and Blended Predictive Dialing
• Multiple Dialing Modes• Predictive• Power• Preview• Agentless
• True ACD Blending– Same ACD/IVR Platform– Skills-based routing– Skills-based dialing
• Policy-based calling
• Data-driven authoring with Interaction Scripter
• Integrated Reporting
©2006 Interactive Intelligence Inc.
Interaction Optimizer - Workforce Management
• Headcount Forecasting
• Interaction Volume Data Graphs
• Schedules are produced based on forecasts
• Schedule Analysis
• Agent Adherence Monitoring
©2006 Interactive Intelligence Inc.
Web-based eServices and Self-service Automation
e-FAQSupport e-mail and Web
interface for customersAgent auto suggestEscalate to live CIC agentEasy authoring
E-mail or browser interface
FAQ knowledgebaseAuto detect – query mode
©2006 Interactive Intelligence Inc.
Interaction Director - Intelligent Virtualization
Call Center ACD Virtualization Each CIC Server leverages
Interaction Director solution Real-time statistics via CIC
Business Rule Routing Enterprise Queues Multi-media Support Agent/Queue Availability
SIP Trunking Support Redirect in SIP Cloud Redirect across WAN
“Follow-the-Sun” Services Enhanced DR Servicing
©2006 Interactive Intelligence Inc.
Interaction Feedback - Integrated Customer Satisfaction Surveys
• Automated Post-call Surveys
• Rules Driven Engine– Each CIC Server leverages Interaction
Director solution – Real-time statistics via CIC
• Interaction Supervisor Integration– Real-time dashboard monitoring
• Survey Recording w/ Int. Recorder• “Full Circle” Quality Assurance
Opt-In
Rule Processing
Invitation:
Survey Offer
Opt-Out
Interaction Feedback™
©2006 Interactive Intelligence Inc.
Interaction Monitor - Enterprise IC Management Tools
• Monitor, Control and Troubleshoot– SNMP Integration– ICMP Integration– Email Notification– RDP Connectivity– IC Process Monitoring and Control
• All IC Solution Components– IC Servers, Gateways, Proxies
©2006 Interactive Intelligence Inc.
CIC Infrastructure Components - Proxies, Gateways, Phones, SIP Trunking
Interaction SIP Proxy Route calls at less costDisaster recovery … remote survivability
SIP Interaction Media ServerRecord, monitor, queue audio, scale etc.
Interaction GatewayAdvanced call analysis support for outbound dialingEasy Web-based configuration & monitoring in CIC
Phones and SIP ProvidersVisit Testlab.Inin.Com for latest information
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