IntelliTarget is able to contain costs and optimize efficiency by using Interactive Intelligence’s Customer Interaction Center (CIC).  Interactive Intelligence replaces multi-box hardware from proprietary vendors with a non-proprietary, platform independent software solution.  

Productivity is maximized with CIC’s intelligent multi-channel queuing and routing to associate stations for voice, e-mail, Web-chat and fax-back; desktop call and interaction control, unified messaging and real-time presence management and performance statistics. 

Contact Management Tools 

The automated call distributor (ACD) has leading-edge capabilities with comprehensive universal queuing options. 

Interactive Voice Response (IVR)
Inbound callers will always have the option of self-service using IVR menu options.  Customers are greeted and can receive information, be directed to the Web, complete simple transactions, opt for live associate assistance, and take short surveys. 

Skills-based Routing
This administration tool routes interactions to associates based on skill-sets for each program.  Associates may receive calls, e-mails, Web chats or faxes based on their skill level, or depending on the level of program/product or service complexity, can be routed based on other skills-sets that incorporate all three multi-channel communications.

Interaction Tracker
This CIC tool automatically captures all interactions and ties them to your customer-tracking or CRM system.  This system, at its most basic level, lets associates know when and what channels your customer has communicated through, pulling information when necessary.

Web-based Interaction Management
Based on system administrator and management input, the system will queue and intelligently route incoming Web communications including: e-mails, Web chats, and Web callbacks. 

Outbound Campaign Management
Via Interaction Dialer, outbound and blended campaigns can significantly boost customer service capabilities, aid sales, marketing and lead generation efforts, with system controls that manage every facet of any campaign.

System Administration Tools

The Interaction Center Platform is a powerful interaction processing engine, and allows for expanding contact center growth, integrating business applications, and new communications technology via seamless server upgrades.  Features include: 

  • Interaction Administrator to configure and maintain the CIC system

  • Interaction Attendant to configure IVR behavior

  • Runs on Microsoft Windows operating system and is compatible with a variety of systems.

  • Pre-integrated CIC Implementation: no expensive CTI middleware and integration services; CIC has no seams between call control, ACD and IVR, or between voice, fax, e-mail, and Web interactions

  • Interaction Designer creates and modifies handler-based logic flows in-house, and to quickly execute revenue-producing interaction processing applications

Supervisor Tools

Interaction Supervisor provides real-time, continuous associate monitoring.  This tool allows supervisors to oversee all agents and workgroups on every shift; monitor and listen to lines, queues, stations and users at all times.  Supervisors can review summary statistics, receive alerts at the first sign individual associates or workgroups are not meeting their goals. 

Supervisors can also pull all interaction records from the Interaction Client desktop interface.  Since IntelliTarget digitally records and stores all calls and web communication responses, supervisors can manage and retrieve communications for training purposes and quality assurance through the use of Interaction Recorder. 

“Join and Coach” features allow supervisors to respond to requests from associates through “whisper coaching” or join in the conversation to maintain first call resolution. 

Supervisors can select specific alarms that alert them to important exception conditions, as they occur.  They also have access to nearly 100 standard “cradle-to-grave” reports to track every aspect of the contact center and associate performance, and have an alert monitor to manage real-time exceptions. 

Associate Optimization Tools

Unified Interaction Control Interface
This tool enables agents to manage calls and Web interactions from their desktops, getting more done in less time.  For example, a multi-tasking associate may utilize time between calls by answering e-mails, or sending fax-backs, eliminating “down times” between peak call volumes. 

“One Click” Associate Assistance
With one click, marketing associates can send a quick message to supervisors from their desktop application, and supervisors respond through “whisper coaching” providing information, “soft-skill” tips or even join in the conversation to provide first call resolution on important matters to your customers. 

E-FAQ: E-mail and Web Self-service Automation
E-FAQ database helps associates answer frequently asked questions, issue auto-responses in seconds and also allows Web customers to request call-backs or escalate to live help for important matters. 

Hierarchical Response Management
This service helps associates create and deploy e-mail and Web chat replies using templates populated with your information, by literally clicking and dragging responses into templates and immediately deliver them to your customers.