Contact Centers

One platform. One partner. Many solutions.

Our omnichannel approach delivers a single fully-integrated software solution for your contact center to improve the customer experience.

 

We know customers expect nothing less than excellent service when they contact you. You must provide the most efficient and knowledgeable experience you can give them. When Adapt’s team deploys the Customer Interaction Center (CIC) from Interactive Intelligence, you are delivering an exceptional experience to every customer you serve.

Frost & Sullivan and other industry analysts have presented prestigious industry awards to both CIC and Interactive each year since 2010. Interactive also currently occupies the Gartner Magic Quadrant for contact center solutions leadership.

Adapt offers both the on-premises solution (CIC) and Purecloud, Interactive’s cloud-based solution. You can even seamlessly migrate your cloud-based solution to your own site at any time without incurring downtime or losing your applications.

Adapt can give you insight how you can exceed customer expectations and build their loyalty.

The CIC solution allows your contact center to take a highly personalized, all-in-one approach to customer care. It’s an approach that lets you better anticipate — and exceed — customer expectations. You can:

  • Give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media
  • Connect customers with a knowledgeable agent – faster
  • Develop and manage creative outbound campaigns to build your brand and customer loyalty and open new revenue streams
  • Improve agent training and agent performance — remote agents included
  • Elevate service levels and customer satisfaction with real-time monitoring and full-time operational visibility
  • Move to IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard
  • Support at-home agents, remote locations and mobile employees with ease
  • Improve operational performance and achieve better customer service.

 

CIC’s suite of integrated contact center applications brings together interaction processes and customer service best practices, wherever the need. Whenever needed. The suite scales to advanced functionality via CIC’s simple application licensing. CIC delivers:

  • IP-PBX
  • ACD/multimedia queuing
  • Quality monitoring and reporting
  • IVR & self service automation
  • Knowledge management
  • Workforce management (WFM)
  • Real-time speech analytics
  • Outbound dialing
  • Multimedia recording
  • Screen recording
  • Agent scoring
  • Multi-site routing
  • Customer satisfaction surveys

 

Rob Eydenberg, Metro Credit Union

Diane Stelzig Davenport, 1st Advantage Federal Credit Union