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A contact center is the central nervous system of a business, the primary point of contact and information exchange between the company and its most valued source for existence—its customers. Contact centers can be staffed by one or hundreds of agents and can be located in one or many locations. The size and location of the contact center is not nearly as important as how well resources and the exchange of information are managed; both latter points are vitally important to any business’ success.
In today’s fast-paced information technology age and ever-changing work environment, it is wise to invest in a comprehensive contact center product that offers flexibility, scalability and growth capabilities, not only to maximize the work force and resources available, but also to meet and exceed customers’ needs. These are the strengths of the Customer Interaction Center®, the contact center product now available to campus departments through OIT.
CIC Introduction and Advantages
The Customer Interaction Center (CIC)® is a powerful contact center product, offering an advanced and complete customer interaction solution for campus departments. CIC tackles every aspect of the contact management process, providing your department with a comprehensive yet flexible solution for communications with your customers. CIC offers everything from productivity-based features for contact center agents, to real time control and reporting documentation for supervisors, to fast, attentive service to customers that keeps them contacting you again and again.
CIC Advantages
- Maximize productivity and resources with CIC’s unified graphical user interface for desktop call and interaction control, presence management, and performance statistics and reporting.
- Enhance customer satisfaction by offering multimedia interaction options such as e-mail and web interaction processing.
- Centralize supervision and enhance management control by using CIC’s integrated real-time monitoring and cradle-to-grave reporting.
CIC offers a Basic Package for agents and supervisors at an affordable price. Numerous optional features and advanced features are also offered so that you can customize your contact center to your departments’ and customers’ needs.
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