A brief but invaluable look at Customer Interaction Center

1. ©2006 Interactive Intelligence Inc.
Customer Interaction Center® 3.0
Applications / Components Overview
An ACD Sneak Peek
of the

2. ©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

4. ©2006 Interactive Intelligence Inc.
IC .NET Client
- Enhancing Communications

5. ©2006 Interactive Intelligence Inc.
IC .Net Client
- Voicemail and Fax Management

6. ©2006 Interactive Intelligence Inc.
IC Client: Outlook Edition
- Integrated Business Communications

7. ©2006 Interactive Intelligence Inc.
IC Client
- Enhancing Communications

8. ©2006 Interactive Intelligence Inc.
IC Web Client
- Rich Cross Platform Client

9. ©2006 Interactive Intelligence Inc.
IC Client
- Native Soft Phone Support

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

11. ©2006 Interactive Intelligence Inc.
Client bandwidth comparison

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
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