CIC includes a programmable interactive voice response system with all the capabilities of the most expensive dedicated systems.
Feature Overview
- Fully Customizable
- No Limits on Menus
- No Limits on Creativity
- Built-in Database and Web Services Access
- Built in Host Mainframe access for IBM Mainframes
- Support for SRTP
- Built-in E-mail integration to MS Exchange, Lotus Notes and supported SMTP/IMAP4 compliant mail platforms (including certain iPlanet and Novell Groupwise versions)
- Full Power of CIC Application Generator – the Interaction Designer (See the Interaction Designer section of this feature list for more details)
- TTS & Speech recognition support
Voice Prompts/Music Recordings
- Large Prompt Library Included
- Music Recordings Included
- Key-ahead Prompting – callers can key ahead if they already know the touch-tone options they wish to select
- Language Selection – play the appropriate language based on DNIS, touch tone input, ANI, database status, etc.
- On the fly concatenation of prompts
- Record Prompts in the graphical application design environment
- Record the prompt
- Play
- Edit
- Delete
- Save
- Import .wave files
- Export .wav files
- Trim Leading Silence
- Trim Trailing Silence
- Prompt Definition
- Name
- Duration
- Modification Date
- Description
- Prompt Storage
- Multiple Prompts per File
- Quick Access Format
Automated Attendant Functionality (see Interaction Attendant for more information)
- One or Many Operators
- Single Line for Voice and Fax
- Support for audio text applications
- Support for multiple menu layers
IVR While On-Hold in ACD Queue
- Unlimited Music/Messages
- Use Standard .wav files
- Configurable announcement for place in queue and average wait time.
Database Integration
- Supports All ODBC-Compliant Databases
- Access Multiple Databases Concurrently
- Query, Insert, Update, Delete, Use DDL
- Connections are Cached
Support for Stored Procedures
- MQ Series Tools for Host Mainframe access
- Mainframe Integration using 3270 or 5250 terminal emulation. Note: this requires Microsoft SNA server – see your systems engineer for details.
Integration with SOAP web services
- Complete set of tools to integrate with XML based web services using HTTP. See the section about Application Generation for all tools available from the system.
Use Any Interaction Capability
- Telephony
- Fax
- Web Services
System Updates and Additions
- On-line
- No Restart Required
- No downtime when activating updates
Graphical Application Design Tool (see detailed description)
Detailed and Summary Reporting (see reporting section for details)
- Detail level call records
- Easily enable IVR reporting in Interaction Attendant
- Alternative customized reporting per IVR application
Support for TTS Engines
- The following TTS engines have been certified:
- Microsoft SAPI 5
- Loquendo TTS Engine
- Nuance Vocalizer
- Nuance Realspeak
- Please see our support documentation for versions of certified TTS engines)
Support for Speech Recognition Engines
- A rich set of Speech tools is included in Interaction Designer which allows you to create a full speech enabled IVR. The following Speech Recoqnition Engines have been certified so far:
- Nuance ASR Engine
- Nuance OpenSpeech Recoqnizer (OSR) Engine 3
- Loquendo ASR Engine
VoiceXML Interpreter
- The VoiceXML Interpreter server interprets VoiceXML applications.
- VoiceXMLSvr will connect to the Notifier on the CIC system (called the Control Notifier) and will register itself to handle the requests described below:
- Initiate Session URL
- Initiate Session
- The following Tools have been added for the Interpreter:
- VoiceXML Initiate
- VoiceXML Async Initiate
- VoiceXML Initiate Document
- VoiceXML Async Initiate Document
- VXMLHostSvr or the VoiceXML document manager host server is used by VoiceXMLSvr to upload resources (prompts and grammars) to the CIC server. The VXMLHostSvr handles the following request messages:
- Interpreter Login
- Reserve Filename
- Upload File
- Download File
- Release File
- Exchange Stream Endpoints
- Compliant with VoiceXML 2.1
- Customer Interaction Center Integration with Microsoft Office Communications Server
- Customer Interaction Center PBX Feature List
- Customer Interaction Center ACD Feature List
- Customer Interaction Center Supervisory Monitoring Feature List
- Customer Interaction Center IVR Feature List
- Customer Interaction Center Unified Messaging and Voice Mail Feature List
- Customer Interaction Center Interaction Fax Feature List
- Customer Interaction Center Interaction Client Feature List