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Customer Interaction Center® (CIC) offers a number of optional, add-on features to further optimize your contact center’s robust abilities and maximize your staff’s productivity. The add-on features you can request through OIT include:
Interaction Recorder Client®
No contact center solution is complete without the ability to record interactions. CIC’s Interaction Recorder Client® gets the job done and is an invaluable tool for monitoring quality, improving performance, covering legal compliance, and for offices whose reputations rely on the services that they provide. Interaction Recorder Client® is available to contact center supervisors and includes the following key features:
- A comprehensive supervisor tool to easily access and view your contact center’s recordings
- Complete agent scoring capabilities using the questionnaire template builder tools and scoring interface
- A powerful search facility to access recordings based on various criteria (e.g. number caller dialed from, agent name, workgroup name, etc.)
- The ability to save recordings to a disk or e-mail recordings to others for review
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Interaction Recorder ® fee... $10.00 per workstation, per month*
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Interaction Tracker®
Interaction Tracker® helps you build a history of your contact center’s interactions with customers and enables your agents to easily view and utilize these interaction histories. For example, a user can quickly review all interactions that occurred between a particular customer and all contact center personnel that the customer has interacted with, within a specified time. This optional feature maximizes your agents’ abilities to assist customers in a more efficient way, increasing your agents’ productivity and customers’ satisfaction.
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Interaction Tracker® fee... $10.00 per workstation, per month*
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Interaction Supervisor®
Interaction Supervisor® was designed to meet the advanced monitoring requirements of contact center supervisors, managers, and executives who need to quickly see real-time operational information across the contact center. While the Interaction Client provides certain user, workgroup and queue monitoring capabilities, Interaction Supervisor goes one step further by summarizing operational statistics into easy-to-view, real-time graphs and consolidated tables. Interaction Supervisor is available to contact center supervisors. Key features of Interaction Supervisor include:
- Multiple views that can be observed simultaneously or in a tabbed workbook window
- A standard window toolbar and menu
- Standard tile, cascade, and icon views
- Alert notification and customization
- A custom docking button and menu in the title bar of all windows
- Persistent window settings
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Interaction Supervisor® fee... $10.00 per workstation, per month*
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Account Codes
Account codes enable agents to associate a specified code with incoming or outgoing interactions or to convey customer identity (e.g., tracking all outgoing calls placed to a specific customer). Account codes are a great way to track a specific customer’s requirements or trend all customers’ needs. CIC’s Basic Package already includes 10 account codes at no additional cost. Extra account codes can be added to your contact center and come in groups of 10 for an additional monthly fee.
10 Account Codes fee… $5.00 per contact center, per month*
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Wrap-up Codes
Wrap-up codes give agents the ability to associate the nature of each interaction with a particular “completion” code (e.g., billing problem, new order, user error, etc). These codes help you track the type of customer requests and interactions your contact center receives, and, over time, provides you with data to better trend and manage your contact center functions, services, and customer needs. CIC’s Basic Package already includes 30 wrap-up codes at no additional cost. Extra wrap-up codes can be requested, in groups of 10, for an additional monthly fee, and the number of wrap-up codes you can add to your contact center is limitless.
10 Wrap-up Codes fee… $5.00 per contact center, per month*
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Voice Forms
Voice forms allow your callers to respond to a series of your own pre-recorded questions via the phone. Each caller’s responses are then compiled into a single message before being e-mailed to a designated person(s) in your contact center for transcription. This service is a great way to gather customer feedback and automate certain data collection activities in your contact center!
Voice Forms fee… $100.00 per form, per month*
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icNotify® (Outbound Notification)
Many contact centers provide routine or special event notifications to their customers. In many cases, these notifications are sent by using existing staff resources. icNotify® is a hosted outbound notification service that automates the outbound notification process, thus allowing you to utilize your staff resources for other tasks. icNotify® provides you with both call and e-mail notification options. Call notifications can be automatically placed to campus, local and domestic long distance telephone numbers. icNotify® is not intended for disaster notifications and, therefore, cannot be used for that purpose.
- icNotify fee…$116.15 per month
- icNotify One-time Activation fee…$26.50
- icNotify Usage fee…$0.10 cents per minute (billed only if calls made)
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Multimedia Bundle
Customers interact with contact centers in more ways than just the telephone these days. Fax, e-mail, and web continue to be many customers’ method of choice for interacting with contact centers. The Multimedia Bundle is a great way to add fax, e-mail, and web processing to your contact center operation. It allows your agents to manage these interactions through the Customer Interaction Center®, just like phone calls! The Multimedia Bundle includes the following services:
Inbound fax - Allows a customer to send a fax by dialing your contact center’s main telephone number from a fax machine. This service eliminates the need to advertise multiple telephone numbers for voice calls versus fax calls.
Fax On Demand – Allows a customer to select a pre-stored document, enter their fax telephone number, and have the document faxed to them.
E-mail (forwarded or direct) – Allows a customer to send an e-mail that is routed into queue for immediate processing by your agents. Your main departmental mailbox can be forwarded to the Customer Interaction Center® (forwarded e-mail), or a special routing box can be created and used to allow your contact center agents to process e-mails from queue.
Web Chat - Allows a web visitor to participate in typed, real-time conversation with one of your contact center agents via the Internet.
Web Callback - Allows a web visitor to provide their name, telephone number and a description of their need for a callback. The request is then routed to an agent who contacts the customer directly through the Customer Interaction Center®. The customer’s callback number entered can be a campus, local, or domestic long distance telephone number.
Instant Question - Allows a web visitor to send a question to be answered by one of your contact center agents. Unlike web chat, once an agent responds, the instant question session will automatically end. This is a great service for those quick questions such as, “What are your office hours?” or “Where are you located?”
Response Management – Allows your agents to utilize pre-established responses to frequently asked questions from your customers. The responses are specific to your contact center operation. Use of response management reduces data entry errors and helps ensure agents provide consistent responses to customers’ inquiries.
Multi-media fee…$47.00 per call center queue, per month#*
#NOTE: The same low price applies whether you enable one or all of the Multi-media Bundle services.)
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Ordering CIC Optional Features and More Information
In addition to CIC’s basic package and optional add-on features, a number of advanced features are also available. To learn more about CIC and its optional features or to order service, contact an OIT Account Manager today at 688-HELP (4357).
*NOTE: All prices are subject to change without prior notice. One-time order fees may apply when installing or changing CIC services. Additional monthly fees may apply depending on the options selected.
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