CUSTOMER INTERACTION CENTER

Transcription

1 Get more from CIC 2015 compare for yourself! CUSTOMER INTERACTION CENTER 2015 Discover everything CIC 2015 can do for your business.

2 Core Contact Center CIC 2015 ARCHITECTURE CIC as pure application server for increased scalability and deployment Yes No Switchover resiliency for chats/ s/callbacks/sms and calls Yes No Split switchover optimizations Yes No All media processing on dedicated media server(s) Yes - Interaction Media Server(s) No - 3rd party software (HMP) Media server version and license type display Yes No Native speech recognition Yes No Private cloud deployment option Yes No Session manager regionalization Yes No Centralized administration of session manager settings Yes No Virtualization Yes No Software-based VPN tunnel Yes No - hardware-based VPN tunnel Support for Windows Server 2012 R2, Windows 8.1 and Windows 8.1 Update 1 Yes No Simple Network Messaging Protocol (SNMP) stack and network management framework Yes No SECURITY AND COMPLIANCE Multiple security settings to single tab Yes No Visibility into inherited rights source Yes No Login authentication configuration options Yes No Secure IVR playback Yes No Secure input for recordings (PCI) Yes No Auto pause audio and screen recording (PCI) Yes No Text masking for /chat Yes No Password option for master key file encryption (PCI) Yes No

3 CIC 2015 RECORDING Cradle to grave and IVR recording Yes No - connected call only Amazon S3 cloud storage for recordings Yes No Policy editor Yes No Archiving Yes No Recording and screen recording export Yes No Remote content server WAN bandwidth preservation and distributed recording processing Yes No - Capture Server Screen recording without associated interaction Yes No Hold time recording search and display Yes No ADMINISTRATION Access Control Groups (ACGs) for delegation of administrative rights Yes No Specify time zones in multiple modules Yes No Report management Yes No MRCP server regionalization and selection rules Yes No LICENSING Concurrent licensing available Yes No PUBLIC APIS AND SDKS 64-bit support Yes No Single sign-on for IceLib based applications Yes No Interaction Center Web Services (ICWS) SDK Yes No Support for Google Gmail Auth 2.0 Yes No ICWS directory and Interaction history APIs Yes No USER INTERFACES Web client with complete contact center feature set Yes No Web client with robust business user features Yes No "Mini mode" client Yes No Client templates Yes No Interaction Connect Yes No Interaction Desktop Yes No Interaction Client Web Edition authentication settings and legal banner Yes No

4 CIC 2015 MULTICHANNEL Rich-text chat and response management Yes No Support for multiple HTTP-based SMS brokers Yes No Generic object support Yes No Web chat transcripts Yes No Web chat support in mobile browsers Yes No LOCALIZATION AND LANGUAGE ADDITIONS New language pack - Arabic Yes No New language pack - Hebrew Yes No New language pack - Turkish Yes No New language pack - Norwegian Yes No New language pack - Chinese Yes No New language pack - Danish Yes No New language pack- Japanese (Interaction Client Mobile Web Edition) Yes No Business Intelligence SUPERVISORY AND AGENT INTELLIGENCE Real-time supervisory app for ipad Yes No Media and queue specific service levels and distribution settings Yes No Interaction detail viewer Yes No Role-based portals (supervisor, agent, management) Yes No DATA REPORTING Reports with clickable drill-down to detail Yes No Dialer Agent Utilization by campaign report Yes No Dialer Agent Disposition summary report Yes No Crystal Reports 2013 support and backward compatibility support Yes No (v9, 10, and XI only) Logon and logoff activity reporting Yes No

5 Outbound Solutions* CIC 2015 Outbound Dialer Server (ODS) virtualization Yes No "Scheduled Calls Only" campaign state Yes No Multiple, simultaneous outbound campaigns per agent Yes No - workflows only Expanded filter and policy sets Yes No Call list import/export and query by example Yes No Expiration dates/times for DNC records Yes No Merged outbound and inbound call dispositions Yes No Consolidated call databases Yes No - workflows Lock policy at Master Administrator level Yes No Preview campaign call timer Yes No Interaction Collector SM integration to Interaction Dialer Yes No Penetration rate and command center views in IC Business Manager Yes No Central Campaign Server (CCS) Switchover Yes No Callback object support Yes No Interaction Client.NET Edition callback retry Yes No Workforce Optimization - WFO SPEECH ANALYTICS Real-time audio speech analytics Yes No Search for recordings by keywords Yes No WORKFORCE MANAGEMENT (WFM) RTA in IC Business Manager Yes No - in Interaction Supervisor Forecasting (long-term, generation, day classification, source data review, modification) Yes No Access rights for management Yes No Schedule conformance tracking and reports Yes No Time off planning Yes No Remote agent access Yes No User-defined activity codes Yes No

6 CIC 2015 QUALITY AND SATISFACTION MANAGEMENT Visual playback, bookmarks and event markers for recordings Yes No Electronic agent evaluation sign-off Yes No Quality Management calibration reports Yes No Designate evaluation for calibration only Yes No Print/export completed evaluation Yes No Live call agent scoring evaluation Yes No Supervisor evaluation search Yes No On-demand customer and employee IVR satisfaction surveys Yes No Access/play related recordings from related interactions view within ICBM Yes No Individual scorecard deletion Yes No Automated selection of recordings to evaluate Yes No Recordings to Score view in IC Business Manager Yes No Activated/deactivate questionnaires Yes No INTEGRATED WORKFLOW Survey follow-up template (Marketplace) Yes No Unified Communications Distributed conferencing for 20+ participants Yes No Support for G.711 faxing (T.30) Yes No Echo cancellation and dominant speaker detection Yes No Business Process Automation IPA custom data types Yes No Database integrations for access without handlers Yes No Data grids and lists Yes No Process template import (from Marketplace) Yes No Dynamic web service URLs Yes No IPA standalone web client Yes No IPA Process Automation Server (PAS) Version 2 with 64-bit architecture Yes No

7 CIC 2015 SECURITY Restrict database access Yes No Restrict process publishing Yes No Control of which process variables are written to database (PCI) Yes No Integrations CRM CIC Web Client integration with Salesforce.com Open CTI Connector Yes No WFM NICE/IEX integration Yes No UNIFIED COMMUNICATIONS CIC Integration with Microsoft Lync 2013 Yes No RCC support for Microsoft Lync Yes No Marketplace Diagnostics Yes No Process templates Yes No Integrations Yes No Custom reports Yes No Web services Yes No Handlers Yes No Voice prompts Yes No Hardware Provision support for Polycom VVX phones Yes No Polycom VVX firmware Yes No SIP Station II Yes No * Requires Interaction Dialer 4.0

8 About Interactive Intelligence Interactive Intelligence (Nasdaq: ININ) is a global provider of enterprise-grade collaboration, communications and customer engagement software and cloud services that help customers improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 22 patents and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organizations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. Interactive has been among Software Magazine s Top 500 Global Software and Services Suppliers for 14 consecutive years, has received Frost & Sullivan s Company of the year Award for five consecutive years, and is one of Mashable s 2014 Seven Best Tech Companies to Work For. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit Interactive Intelligence. All rights reserved S4088-CIC-ENG