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©2006 Interactive Intelligence Inc.

Customer Interaction Center® 3.0

Applications / Components Overview

An ACD Sneak Peek

of the

An ACD Sneak Peek

of the


IC 3.0 – Integrated Application Suite - Rich Feature Set

PBX/ IP PBX Voice Mail/ Unified Messaging

Fax Application Server Desktop faxing

ACD Multimedia queuing Skills-based routing

IVR Intelligent speech recognition

Interaction Recording Complete Quality Assurance

Interaction Dialer Versatile Outbound Servicing

• E-Business Interactions• Workforce Optimization

– Real-time Adherence

• Integrated CTI Development• Auto-Phone Provisioning• Secure Voice Communications• Integrated Reporting• Interaction Feedback

– Integrated Customer Surveys

• Interaction Monitor– IC Systems

Management/Monitoring


IC 3.0 – Integrated Application Suite

- Client Application Enhancements Interaction Client

.Net Version Outlook Edition AJAX Web Edition IC Softphone Mobile Client Integrated Response Management .Net IC Library API

Interaction Supervisor End-to-End Monitoring Remote Access Support

• Integration Administrator– Increased Performance

• Interaction Attendant– Email Routing and Management

• Integration• CRM integrations• OCS


IC .NET Client - Enhancing Communications


IC .Net Client - Voicemail and Fax Management


IC Client: Outlook Edition - Integrated Business Communications


IC Client - Enhancing Communications


IC Web Client - Rich Cross Platform Client


IC Client - Native Soft Phone Support


Interaction Client - Mobile Edition

Mobility Support for Windows Mobile

5/6 softphone client Check other user presence Create conference calls Change personal presence Record a call

For networks offering simultaneous voice and data, can handle all functions over cellular network (HSDPA) For all others: Client uses wireless

(802.11) within the facility Audio path uses cellular

network First Release supports Pocket PC

and smartphone


Client bandwidth comparison


Directory Integration

Inter-system Calling

Presence Synchronization

OCS Messaging Integration

Within IC Client

IC 3.0 – OCS Integration


Interaction Supervisor™

Monitoring the ‘Heartbeat’ of Interaction

Real-Time Information Delivery

Service Level Management- Threshold Alerting- Proactive Control

Plug-in Architecture:- Agent Statistics- ACD Aware- Outbound Campaign Management- System Monitoring/Control- Multi-Site Aware: Interaction Director

Keep your finger ‘on the pulse’ of Your Call Center


Systems Administration – Interaction Administrator & Attendant

Interaction Administrator®

• Single Point of Administration

•Wizard-Driven Provisioning

• Simplify Moves, Adds and Changes

• Integrated Application Security

• Real-Time Management

Interaction Attendant®

• Complete IVR Management

• Create Flexible Calls Flows

• Provision in Minutes not Hours

• Multi-System Management

• Real-Time Control


IVR – ‘Pre-Integrated’ – Interaction Attendant

Unlimited flexibility

Text-to-Speech

Native Database & Mainframe Access

Voice Mail Routing

Automated Call Backs

Native Speech Recognition Support

Customer Satisfaction Surveys


Application Creation and Deployment – Interaction Designer

Your Craftsman® Toolset for any Interaction

Interaction Designer®

• Rapid Application Design

• Integrated Design Environment

• Open Standards Controls for: - Telephony: Place and Process Calls - Databases: ODBC - Web Services: SOAP, XML - Email – Simple Integration - Host Access – TCP/IP, more …

• Simply Click to Deploy

• A Tool for Every Job


IC 3.0: Integrated Application Suite - Modular FeaturesInteraction Dialer®Outbound/ blended predictive dialing

Interaction Recorder®Complete quality assuranceMultimedia voice/ screen recording

Interaction Director® Intelligent multi-site routing SIP-based Pre/Post VoIP routing

Interaction OptimizerDemand ForecastingScheduling, Real Time Adherence

e-FAQ®eServices/ self-service automationKnowledge management

Interaction Tracker • Continuous quality improvement • Multimedia interaction tracking

Speech Recognition• Pre-integrate to IVR plus CRM, SFA

and ERP application

Messaging Interaction Center• VM/EM/UM for 3rd party PBX

Mobile Office• Speech enabled messaging

management system

Interaction Marquee• Display statistics

Interaction Live Conference• Large scale, high availability

conference solution


Interaction Center 3.0 - IVR & Speech Applications

Integrated IVR and SpeechAuto attendantIn-queue IVRSpeech enabled Directory Leverage Pre-Built Grammars

Customers

Agent Interaction

Client®

Speech Engine

IC Business Rules: Customer Self-service or Agent Routing Rules

IC Business Rules: Customer Self-service or Agent Routing Rules

SpeechIVRIC

Integration

ACD

Customer Data


Interaction Recorder 3.0 - Optimization/Compliance: Agent ScoringInteraction Recorder Interaction Recorder

Query Builder Single interface Quickly retrieve

recordings and scored interaction questionnaires

Standard query templates

Mark a question or question group N/A Does not affect agent

score Scoring flexibility


Interaction Recorder 3.0 - Optimization/Compliance: Screen Recording

• Add-on screen capture capability

• Automatically link screen capture file with interaction recording file

• Synchronous playback

• Screen capture for all multimedia interactions (CIC only)


Interaction Tracker - Continuous Quality Improvement

Single Administration Console

.Net Client Integration w/ Tracker Selector

Capture multimedia customer contact events and histories

Quickly retrieve recordings using the Interaction Recorder Client

Score all media types and customer interactions


Interaction Dialer 3.0 - Outbound and Blended Predictive Dialing

• Multiple Dialing Modes• Predictive• Power• Preview• Agentless

• True ACD Blending– Same ACD/IVR Platform– Skills-based routing– Skills-based dialing

• Policy-based calling

• Data-driven authoring with Interaction Scripter

• Integrated Reporting


Interaction Optimizer - Workforce Management

• Headcount Forecasting

• Interaction Volume Data Graphs

• Schedules are produced based on forecasts

• Schedule Analysis

• Agent Adherence Monitoring


Web-based eServices and Self-service Automation

e-FAQSupport e-mail and Web

interface for customersAgent auto suggestEscalate to live CIC agentEasy authoring

E-mail or browser interface

FAQ knowledgebaseAuto detect – query mode


Interaction Director - Intelligent Virtualization

Call Center ACD Virtualization Each CIC Server leverages

Interaction Director solution Real-time statistics via CIC

Business Rule Routing Enterprise Queues Multi-media Support Agent/Queue Availability

SIP Trunking Support Redirect in SIP Cloud Redirect across WAN

“Follow-the-Sun” Services Enhanced DR Servicing


Interaction Feedback - Integrated Customer Satisfaction Surveys

• Automated Post-call Surveys

• Rules Driven Engine– Each CIC Server leverages Interaction

Director solution – Real-time statistics via CIC

• Interaction Supervisor Integration– Real-time dashboard monitoring

• Survey Recording w/ Int. Recorder• “Full Circle” Quality Assurance

Opt-In

Rule Processing

Invitation:

Survey Offer

Opt-Out

Interaction Feedback™


Interaction Monitor - Enterprise IC Management Tools

• Monitor, Control and Troubleshoot– SNMP Integration– ICMP Integration– Email Notification– RDP Connectivity– IC Process Monitoring and Control

• All IC Solution Components– IC Servers, Gateways, Proxies


CIC Infrastructure Components - Proxies, Gateways, Phones, SIP Trunking

Interaction SIP Proxy Route calls at less costDisaster recovery … remote survivability

SIP Interaction Media ServerRecord, monitor, queue audio, scale etc.

Interaction GatewayAdvanced call analysis support for outbound dialingEasy Web-based configuration & monitoring in CIC

Phones and SIP ProvidersVisit Testlab.Inin.Com for latest information

ININ Appliance Servicing

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