We,
TACME team design, implement and support state-of-art
“Contact Center Solutions” (previously referred as Call Centers) from “Interactive Intelligence” (also known as ININ); a US based public listed company.
The company is among Software Magazine's 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine's 2010 Best Small Companies in America.
Interactive Intelligence is also positioned in the leaders' quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Contact Center is the niche field of ININ and the flagship product is known as CIC (Customer Interaction Center).
Different components of Contact Center
- IVR ( Interactive Voice Response )
- Call Center for in-bound and out-bound calls
- ACD ( Automatic Communication Distribution )
- Fax Server and Inward Fax Routing
- Routing and Distribution of Inwards Email Communication
- Call Recording for Quality Assurance
- Screen Recording – Video for better monitoring
- Dialer services – Predictive, Preview, Power & Agents-less Campaigns
- Web-chat – integrated with your own website
- Integration with Knowledgebase for optimal efficiency of the agents
- Enterprise level IP Telephony
- Optimizer for managing large teams of Agent and Supervisors
- Unified Communication
- Automatic Feedback Module
- Live Conference
- Agent Score card
- Interaction Process Automation
Different built-in Applications of CIC Architecture
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IC Setup for easy Installation & Configuration
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Interaction Attendant – Point & Click IVR Development on the fly
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Single point, intuitive Interaction Administration Module
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Interaction Designer platform for low level Handlers Development
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Interaction Agent popup screen
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Interaction Supervisor with advanced controlling features
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Interaction Tracker for upto date comprehensive Interaction History
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Interaction Fax Reader/Sender
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Real Time Overhead Statistical Display
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Interaction Monitor
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Contact Centers Dashboard for the Management
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Works on Windows station, IP Phones, Smart Phone
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SIP based Soft Phone
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Economical IC SIP hard Device to economize on expensive IP Phones
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Supports Remote Agents – working from Home offices
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IC Director for handling call overflow for Load Balancing