Atio Corporation, SA`s leading value-added reseller for Interactive Intelligence, is now offering the latest version of its Customer Interaction Centre (CIC) software, a bundled communications application suite designed for contact centres and customer-driven enterprises.
CIC, which was first released in 1997, includes built-in traditional and IP-based switching (VOIP) with SIP support that enables users to fully capitalise on the lower telephony operating costs available with the imminent liberalisation of Telkom.
A host of applications such as multimedia routing and queuing, interactive voice response with speech recognition, screen pop, call recording and monitoring, Web chat and call-back, remote agent support and more is available in this feature-rich application. Currently ATIO is supporting approximately 1 000 Interactive Intelligence call centre seats in sub-Saharan Africa.
The latest release of CIC, version 2.3, was designed to increase reliability and scalability, as well as increase ease-of-installation, configuration and maintenance, according to company president and chief executive officer Dr Donald E Brown.
"CIC has long been known for its innovation as one of the first standard-based, single-platform interaction management products on the market," Brown said. "With the release of 2.3, customers not only get the advantages of innovation, but also the advantages of a reliable, `out-of-the-box` solution from a proven industry leader."
Coupled with its ease of integration to back-end applications, Interactive Intelligence provides customers with a visible return on investment.
CIC 2.3 enhancements include simplified installation; self-monitoring and diagnostic capabilities; revamped speech recognition and Web collaboration; additional PBX/IP PBX functionality; and Interaction Tracker, an optional contact management application that maintains a database of people and their associated interactions. Tracker holds the interaction-specific data, while Interaction Recorder enables access from Tracker data to the recordings.
The latest version of CIC also includes new system monitoring tools and centralised administration across all functionality, including that of dialler and recorder add-on products. Not only providing a single view of all customer interactions across the organisation, Interactive Intelligence also provides the depth of management reporting which enables management to make value decisions.
In addition, dynamic audio processing in CIC 2.3`s SIP-based all-software option improves scalability from several hundred agents on a single server in the previous version, to about 500 today. Larger scale implementations are achieved through multiple telephony server architectures.
CIC`s business user features, which include unified messaging, presence management, conferencing, and call forward/follow-me, also make it ideal for customer-driven enterprises with up to thousands of users, including those with branch offices, such as banks, and those employing mobile workers.
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ATIO Corporation is a black empowered company specialising in ICT solutions and services. ATIO`s two business divisions target clearly defined niches within the market for business communications solutions.
The ATIO-Intelligent Business Solutions (IBS) division provides integrated multi-media communication channels to give managers a holistic, real-time view of all company business interactions - including contact centres, customer relationship management, mobile and unified communications, multimedia recording and telephony. ATIO is SA`s biggest privately owned provider of contact centre solutions and services, with nearly 20 years` experience in this environment.
The ATIO-Telecom Services division provides end-to-end network performance and revenue assurance testing solutions and services to the GSM industry. It is one of the global pioneers of network performance testing and its innovative solutions and services are widely used not only in SA and the rest of Africa, but also throughout the European Union (EU) and the UK.
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