Find out more about Adapt and our products and services through the frequently asked questions below.
Q: What is Interaction Center® (IC), and what does it do?
A: The Customer Interaction Center® (CIC) and the Enterprise Interaction Center® (EIC) provides an all in one, SIP-based IP PBX & Contact Center solution from mid to large Enterprise & Contact Centers with 100-15,000 users. The “All In One” SIP-based was uniquely designed to look at all communications the same, and therefore provides a single communication system to handle phone calls, voicemails, voice callbacks, faxes, e-mails, SMS, Web Chats, Web call-back requests, and workflow routing – allowing organizations to improve productivity and offer exceptional customer service. Utilizing open standards based hardware, CIC & EIC software is capable of replacing a wide range of so-called legacy solutions, including PBX, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), fax servers, voice mail systems, and Computer Telephony Integration (CTI) gateways, Dialer, & Work Force Management solutions.
Q: What other Interactive Intelligence products does Adapt market?
A: Adapt is certified and staffed to support the entire suite of products by Interactive Intelligence. Adjunct and stand-alone products that Adapt deploys and supports include: Customer Interaction Center, Messaging Interaction Center (unified messaging/voicemail/fax), Interaction Dialer® (predictive dialer), Interaction Optimizer® (workforce management), Interaction Director® (intelligent multi-site routing), and e-FAQ® (knowledge and response management).
Q: Which Interactive Intelligence product is right for my company?
A: Adapt provides presales consulting at no charge in order to determine which application best solves their overall business requirements. For more detailed information and an evaluation of your company’s requirements, please contact our sales group at sales@teamadapt.com or 630 468-7600.
Q: I am looking into Web Chat and e-mail ACD. Does IC support Web or e-mail queuing, along with any self help knowledge based applications?
A: Yes. IC supports web chat, web callback, e-mail, fax, voicemail, and workflow and ACD queuing that is directly integrated with Interactive Intelligence's knowledge based eFAQ solution. eFAQ allows for auto responses to e-mail or Web requests 24 hours a day, 7 days a week, 365 days a year. This is a valuable tool for any organization, not only to support outside inquiries, but also to assist internal employees with answers to frequently asked corporate questions. And Adapt can integrate eFAQ with the IC client, so they work in conjunction with one another. For more detailed information and an evaluation of your company’s requirements, please contact our sales group at sales@teamadapt.com or 630 468-7600.
Q: How many applications does IC offer?
A: Because the system is software based rather than hardware based, IC is able to support all of the applications listed below, unlocking and using them as they are needed.
- IP PBX
- Multimedia ACD (Voice, Voicemail, Voice Callback, Fax, Web Chat, Web Call Back, Email, and Work Flow)
- Predictive & Blended Dialing
- Quality Monitoring, Media Recording, & Screen Captures
- Work Force Management
- Voice Analytics
- IVR
- Speech Recognition
- Conference Bridging
- Knowledge Response
- Presence Management
- Fax Server
- Unified Messaging & Voicemail
- Mobile Integration
- Hosted Services
Q: Can it be integrated as a Unified Messaging, Contact Center, or IVR only solution?
A: Yes to all. Depending upon the needs of the Enterprise or Contact Center, IC can support many of the singular performing applications initially. Then over time, simply unlock the powerful applications contained within the IC, slowly replacing the legacy systems already in place.