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Contrary to popular belief, Interactive
Intelligence is not a phone system. Interactive Intelligence is an advanced communications
platform. The system offers a superior feature set at an affordable price. Unmatched value comes from its extensibility. Included
with every system is a set of API's and tools that allow you to extend the system with custom programs. You do not need
to buy a separate voice mail system, ACD system, auto dialer, com logger, or IVR. These are functions of the Interactive Intelligence CIC
System.
For companies that understand how a communications
system enhances your bottom line, Interactive Intelligence is compelling.
Interactive Intelligence provides a robust set of telephony applications. The following examples are elements of the Interactive
Intelligence CIC applications suite.
A call-control view provides
a graphical user interface that puts powerful operations such as call transfer and conference calling at a PC user's fingertips.
Multiple calls can be easily manipulated with an on-screen interface.
Call center queues provide
a full-featured call distribution system, enabling you to customize your callers' hold experience, play single or repeating
prompts, prompt callers to enter data, configure call priority, and set up multi-level supervisor permissions. You can use
the Intereractive Intelligence reporter to run a variety of reports on call center and phone system activity.
Logging and reporting make it easy to see what phone usage has occurred
in an Interactive Intelligence system. Hold time and call volume information is particularly useful for call center managers.
IP gateways bring your teams together while saving on long distance
fees. Transparently route calls over the Internet to other remote Interactive Intelligence servers, so that users at all locations
appear as if they are running on one phone system. Callers dial a regular extension to call users at remote offices with no
special access codes or extra digits required. You can even route long-distance calls over the Internet using the remote servers
to treat the calls as local calls.
A visual interface to voice
mail provides fast PC-based access to voice messages. Voice messages can be treated like e-mail - they can be organized, prioritized,
and referred to over time for tremendous productivity improvements.
Call and message screening allows employees to prioritize everyday voice transactions. Call handling can be personalized
so that employees can be reached at office, home, and mobile phones, according to the user's preference. On the basis
of caller-ID information, different callers can be handled accordingly with custom greetings and call routing.
Remote users can take advantage of productivity improvements when
not at their desktop. For example, a remote user can use the Web interface and a cell phone to create a conference call.
Extensible programming interfaces makes integrating Interactive Intelligence
with e-commerce Web sites straightforward. Interactive Intelligence includes APIs for client, device, and IVR applications.
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