Contact Center Solutions Featured Article

Interactive Intelligence Announces Updates to Customer Interaction Center (CIC) Suite

July 02, 2012

Unified IP business communications solutions provider, Interactive Intelligence Group Inc., is announcing this week the release of an enhanced version (SU1) of its flagship all-in-one IP communications software suite, Customer Interaction Center (CIC) 4.0. Enhancements include broader Web administration functionality, site-specific administration for multisite organizations and some enhanced reporting features.

CIC is targeted at medium- to large-sized contact centers and enterprises, including insurance, financial services, call center outsourcing, collection and utilities verticals.

According to Interactive Intelligence, important enhancements in CIC 4.0 include the following:

  • Expanded Web administration capabilities simplify management of cloud-based communications-as-a-service deployments.
  • Site-specific administration of centralized infrastructures simplifies management of large, distributed deployments.
  • Improved reporting for customer feedback management increases supervisory visibility for improved agent performance.
  • CIC is available through the Interactive Intelligence channel of more than 300 resellers worldwide and the company's direct sales force.

“Our latest CIC enhancements are designed to make it even easier and more cost-effective for the largest global organizations to deploy and manage our software,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown, detailing the changes. “We'll continue to add new features that help companies improve their customers' experience, while streamlining operations for reduced costs.”

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Edited by Braden Becker