Customer Interaction Centre (CIC)

Interactive Intelligence

Customer Interaction Centre (CIC) is developed by Interactive Intelligence and is an IP Based Contact Centre solution and bundled suite, with single point of administration, designed to handle every contact management and communications need.

Wren Data’s customers cover a wide spectrum of the Irish Contact Centre Market ranging from leading Business Process Outsourcers such as Abtran, Voxpro, Pageboy Contact Centre & Response Group to Public Sector/State Agencies such as FAS & Citizens Information Board. 

Customer Interaction Solution (CIC) is a global market leader in the Contact Centre solution market today as repeatedly vouched by Gartner, Frost -  Sullivan and similar groups.

The product offers a multitude of features including:

  • IP PBX call processing
  • Multi Media ACD Routing: Fully configurable skills based ACD Queuing and routing of all media types including voice, email, fax, web chat, web callback, sms
  • Programmable IVR: Fully configurable and programmable Auto Attendant / IVR offering a GUI based interface for designing IVR Schedules, Menus, Prompts, In Queue Operations, Intelligent Feedback, IVR Reporting
  • Multi-lingual Support for all IVR & Unified Messaging
  • Real time presence management
  • Multi Channel Recording of all interaction types.
  • Real time continuous monitoring of agents, workgroups, queues, stations, lines with added ability to listen to and record individual interactions with summary statistics
  • Complete Cradle to Grave reporting with nearly 100 standard reports and report wizard for custom reusable report design and deployment.
  • Real Time Supervisory Monitoring/Performance Management Tools with user definable Alerts / Automatic Actioning
  • Design environment for development of custom behaviour and self service applications
  • Fully configurable client SDK which allows full Telephony Integration to any Desktop/CRM Application.
  • Database access and Web Integration tools Third-party integration tools - LDAP, SOAP, XML, TCP/IP Sockets
  • Complete customisation  with built-in Interaction Designer graphical application generator tools to create and deploy enhanced interaction applications