1) What technology do I need to procure for my contact center?

Below are some of the basic requirements for contact center. Based on the custom requirements there may be variation in technology

• IPPBX
• ACD
• Call Recorder
• Dialer (For outbound process)
• IVR
• Reporting

2) Can CIC be integrated with other PBX?

ININ have tested some of the major pbx and validated. The tested PBXs from ININ can be found at http://testlab.inin.com/ProductsPage.aspx?ProductType=28. Following are some of the tested PBXs.

• Avaya S8300 Integration direct SIP Trunk
• Avaya S8300 Integration with AudioCodes Mediant 2000
• Avaya S8500 Integration with Dialogic MG 2xxx or MG 1xxx
• Cisco CallManager 4.x Integration with Dialogic MG 2xxx
• Cisco Unified Communications Manager 6.1 Integration direct SIP with IC 3.0
• Cisco Unified Communications Manager 7.1 Integration direct SIP with IC 3.0
• Mitel 3300 Integration with AudioCodes Mediant 1000 or Mediant 2000
• Mitel 3300 Integration with Dialogic MG 2xxx
• Mitel SX-2000 Integration with Dialogic MG 1xxx
• NEC 2000 IVS2 Integration with Dialogic MG 1xxx
• NEC NEAX 2400 IPX Integration with AudioCodes Media Pack 11x analog with RS-232
• Nortel CS-1000M Integration with Dialogic

MG 2xxx or MG 1xxx

• Nortel Nortel CS-1000M Integration Direct SIP
• Siemens Hi Path 4000 Integration with Audiocodes 1000 or Mediant 2000
• Siemens Hi Path 4000 Integration with Dialogic MG 2xxx

3) Can CIC be integrated with other CRM?

CIC supports some of the third party CRMs which are tested and validated by interactive intelligence. Some of the tested CRMs are follows:

• RightNow Technologies
• Salesforce.com
• Astute Solutions
• Onyx
• Remedy
• Heat
• Siebel
• IC Integration (IVR) with Siebel

4) What are the advantages of predictive dialer?

Some advantages of predictive dialer are:

• Elevate agent productivity and contact success rates
• Ensure regulatory compliance
• Simplify campaign deployment and management
• Reduce costs with a complete SIP-based "all software" architecture
• Build goal-oriented outbound campaigns.
• Support campaigns without agents.
• Utilize hundreds of agents at one site or thousands across multiple locations, including remote agents.
• Leverage Interaction Dialer’s patented predictive algorithm to keep agent productivity high and idle time low.
• Manage abandon rates, issue appropriate caller IDs, log data to prove compliance, play safe harbor messages,prevent dialing restricted numbers, and more.
• Configure tabular and graphical views in Interaction Supervisor™, each containing more than150 statistics to manage he CIC/Interaction Dialer solution in real-time.

5) What is customer Interaction center? What does it do?

CIC is a powerful application for managing phone calls, web chats, faxes and email, for all of your business users, agents and, supervisors. Workforce performance and customer service will reach levels you never thought possible with features that bridge the gap between location and technology, allowing you to take advantage of every aspect of unified communications and interaction management.

• IP PBX/PBX
• ACD with built-in multi-channel queuing
• Speech-enabled interactive voice response (IVR)
• Recording, scoring and quality monitoring
• Outbound campaign management
• Customer self-service and eService automation
• Workforce management (WFM)
• Supervision and system monitoring
• Remote agent capabilities
• Unified communications messaging and voice mail

6) Which interactive intelligence product is best for our company?

Choosing right interactive intelligence product is based on your process requirement. Skylux has Presales team who can guide you to select right interactive intelligence product. Please send your requirement with your contact details to info@skyluxinc.com