 |
|
The following information details CIC’s Basic Package and pricing. The Basic Package includes an auto attendant and a user interface called Interaction Client (IC)® that has lots of, built-in features and functionality. CIC workstation and system requirements are also outlined.
Auto Attendant
An auto attendant automatically answers incoming telephone calls placed to your contact center’s main telephone number. It can prompt the caller to make menu choices and routes the caller based on their selection. Callers make their selection by pressing a key on their telephone keypad. Based on these interactions, the auto attendant can play a prerecorded message, offer sub-menus, transfer a caller into queue to be assisted by an agent, transfer a caller to another telephone number and more!
As part of the CIC Basic Package, your contact center’s auto attendant application is the primary way your customers will reach your agents for assistance. Besides call routing functionality, your auto attendant also comes standard with a time of day, day of week schedule, agent and workgroup account set up, and custom queue processing (includes customized announcements, standard music during wait, intelligent queue messages such as wait time or position in queue).
User Interface
The Interaction Client® (IC) is the required interface for all agents and supervisors to process incoming telephone calls, faxes, e-mail and web interactions, as well as perform other key functions.
The Interaction Client is a soft phone that is installed on each contact center workstation. Secure by design, IC requires a user ID and password to log on to the CIC system. 
Click for larger image
Built-in features and functionality
The IC provides robust, built-in features and functionality for agents that include:
- View the status and contact information of other users
- Record agent greetings to play to callers during incoming interactions
- Access and view real-time and personal statistics
- Request supervisor assistance with the click of a button
- Manually record threatening calls
- Manage telephone calls via standard telephony button set (Pick up, Hold, Disconnect, and more)
- View call detail for active calls such as location or telephone number of caller
- Drag and drop transfer to any directory
- Select various wrap-up actions
- Choose from a variety of agent status settings
- Utilize workgroup directories
- Access public and private contacts
- Utilize speed dialing
- And more!
Besides the features above, additional IC supervisor functions also include:
- Real time, interactive monitoring of agents, workgroups and queue activity
- User definable alerts and notifications
- Join and coach capabilities
- Historical reporting
- Call center schedule, account code, wrap-up code management (Interaction Administrator)
- Automatic generation and delivery of historical reports based on time of day, day of week, month or year (Scheduled Reports)
- And more!
Basic Package Pricing*
- CIC Interaction Client Fee…... $ 6.50 per month, per workstation
- CIC Concurrent Access Fee.....$100.00 per month, per concurrent user
The monthly CIC Interaction Client fee covers the software licensing costs for each workstation that has the software loaded on it, regardless of whether the workstation is used all of the time. The monthly CIC Concurrent Access fee is also charged for each concurrent user logged in to use the system.
For example, if you have 20 work stations in your contact center that need the IC software, but you only plan to have a total 10 staff working and logged into the IC software at any given time, your monthly bill would be:
20 qty IC workstations x $6.50/station = |
$130. |
00 |
10 qty concurrent users x $100.00/user = |
$1,000. |
00 |
|
Total monthly fee for Basic CIC Pkg = |
$1,130. |
00 |
*NOTE: All prices are subject to change without prior notice. One-time order fees apply when installing or changing CIC service. Additional reoccurring fees may apply depending on additional options selected.
In addition to the Basic CIC Package, a number of optional features and advanced features are offered at affordable prices. To find out how CIC can help your department or to order service, contact an OIT Account Manager (link to this existing web page) today at 688-HELP (4357). |
|
|
