Enhancing your organizations contact center with the simplicity of an “all-in-one” system doesn’t mean that you have to do a “rip and replace”.

As you are likely already aware, Cisco voice communication systems, terrific for the enterprise, are complimented with the interoperable ACD solution we offer.  You and your organization receive the widest range of Cisco connection and pricing than other ACD provider can offer.  VITEC partners closely with you to configure your ACD solution in a myriad of ways to benefit your company to the fullest. 
 

An integrated, all-in-one solution's flexibility makes it easy to route, monitor, mediate and measure any interaction.  AND with the various levels of integration, you will be able to easily find the solution that works for you!  VITEC’s ACD solutions are compatible with all Cisco voice communication and data systems - regardless of the size of your ACD needs, our solutions are the perfect fit.
 

Our ACD, the Customer Interaction Center (CIC) by Interactive Intelligence, is a comprehensive software platform designed for IP communications, based on SIP standards.  It is readily differentiated from other solutions because it is a pre-integrated application suite including:  IVR, ACD, Skills Based Routing, multimedia queuing (e-mails and text chat), call recording, screen recording, predictive dialing, workforce management (agent scheduling and forecasting), speech analytics and Communication Based Process Automation.

Integrating with Cisco Unified Communications Manager via SIP opens the door for leveraging existing flexibility and product support without relying on the Cisco TSP. It allows for customers to bring converged architectures onto a single platform without sacrificing important functionality.

The integration will continue to use CUCM station configuration, MGCP and H.323 gateway connections, as well as add support for a distributed environment with audio flowing directly between the IC Media Server and the two endpoints. Remote offices, with their local MGCP, H.323, or SIP gateways can take full use of Media Server capabilities, by keeping the audio local yet maintaining call recording. Stations are configured to allow for MWI and consistency of dialing from either the CUCM phone or the IC client. Phone functionality, such as hold and conference, are also persevered when done either from the phone or the IC client. Inbound calls, both from another CUCM station or the PSTN via an MGCP/H.323 gateway, are sent over from CUCM and routed to the intended user. The user, if logged on to a CUCM workstation configured in IA, will be alerted on their CUCM controlled phone. Outbound calls (from the phone) can be configured to appear in the IC client as if it were dialed from the client itself. Products that have been limited in a TAPI environment, such as Interaction Dialer, because of the lack of call analysis, can now be integrated into a CUCM environment.

Using an Interaction Intelligence Gateway for outbound dialing is now an option with agents using CUCM stations. Testing has been completed for the use of SIP stations connected directly to the IC server concurrently with CUCM stations. Interoperability testing was completed with Cisco Unified Communication Manager version 6.1 with xIC version 3.0 SU-3 and CUCM version 7.1 with xIC

With CIC you have only one solution, with one UI and no CTI.  Simple, successful, elegant and effective…One call, one contact, all solutions.
 

If you have questions about a configuration customized for your needs and specific Cisco communications systems, contact us for a no-obligation consultation with an ACD expert.