Contenu connexe Similaire à CIC Sneak Peek ACD (20) CIC Sneak Peek ACD2. ©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
3. ©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
10. ©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
12. ©2006 Interactive Intelligence Inc.
Directory
Integration
Inter-system
Calling
Presence
Synchronization
OCS Messaging
Integration
Within IC
Client
IC 3.0 – OCS Integration
13. ©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
14. ©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
15. ©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
16. ©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
17. ©2006 Interactive Intelligence Inc.
IC 3.0: Integrated Application Suite
- Modular Features
Interaction Dialer®
Outbound/ blended predictive dialing
Interaction Recorder®
Complete quality assurance
Multimedia voice/ screen recording
Interaction Director®
Intelligent multi-site routing
SIP-based Pre/Post VoIP routing
Interaction Optimizer
Demand Forecasting
Scheduling, Real Time Adherence
e-FAQ®
eServices/ self-service automation
Knowledge 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
18. ©2006 Interactive Intelligence Inc.
Interaction Center 3.0
- IVR & Speech Applications
Integrated IVR and
Speech
Auto attendant
In-queue IVR
Speech enabled
Directory
Leverage Pre-Built
Grammars
Customers
Agent
Interaction
Client®
Speech
Engine
IC Business Rules:
Customer Self-service or
Agent Routing Rules
Speech
IVR
IC
Integratio
n
ACD
Customer
Data
19. ©2006 Interactive Intelligence Inc.
Interaction Recorder 3.0
- Optimization/Compliance: Agent Scoring
Interaction 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
20. ©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)
21. ©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
22. ©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
23. ©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
24. ©2006 Interactive Intelligence Inc.
Web-based eServices and Self-service
Automation
e-FAQ
Support e-mail and
Web interface for
customers
Agent auto suggest
Escalate to live CIC
agent
Easy authoring
E-mail or browser interface
FAQ knowledgebase
Auto detect – query
mode
25. ©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
26. ©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™
27. ©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
28. ©2006 Interactive Intelligence Inc.
CIC Infrastructure Components
- Proxies, Gateways, Phones, SIP Trunking
Interaction SIP Proxy
Route calls at less cost
Disaster recovery … remote survivability
SIP Interaction Media Server
Record, monitor, queue audio, scale etc.
Interaction Gateway
Advanced call analysis support for
outbound dialing
Easy Web-based configuration &
monitoring in CIC
Phones and SIP Providers
Visit Testlab.Inin.Com for latest
information
ININ Appliance Servicing
Notes de l'éditeur Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
xIC takes full advantage of Exchange for it Unified Messaging capabilities. For those not familiar with Unified Messaging, it offers the ability to store faxes and voice mail in the email message store – which for Vonexus xIC is Exchange Server.
And because xIC has the ability to Record Phone Calls (stored as .wav files) – these are also available in Exchange.
Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
The CIC system is inheritently easier to administer mainly because our system is one system compared to six or seven administrative interfaces in competitive solutions. We offer a single point of administration with cut/copy/paste, right-click options, enhanced navigation, multi-row operations, etc. For the basic call routing needs of most departments in the enterprise, the Interaction Attendant offers immense flexibility in time of day and call routing choices. The Interaction Designer is used when custom applications are required such as database integration for interactive voice response applications.
The WFM forecasts can be broken up into 2 categories (Simple and Simulation). For environments that are not multi-workgroup, multi-skill or multi-interaction type then the modified Erlang-C algorithm should work well. The user will simply select the Work Queue, day and Day Classification associated with the Forecast and press the Calculate button. The accompanying forecast is displayed in both a raw data and graph format and is directly editable.