Customer Interaction Solutions   Next generation contact center management
Customer Interaction Solutions is a portfolio of applications that enhances ACD functionality. Customer Interaction Solutions is browser-based so customers can manage their contact centers from anywhere over the Internet. Customer Interaction Solutions stores information in the industry-standard SQL database format and uses Microsoft SQL Server 2005 (Express, Workgroup, Standard, and Enterprise editions depending on your configuration) to unify the database across its applications.
The Customer Interaction Solutions portfolio comprises Contact Center Enterprise Edition and Contact Center Business Edition.   The Customer Interaction Solutions portfolio includes the following applications
¨           Contact Center Management ¨           Contact Center Management Entreprise Node ¨           ACD Resiliency ¨           Interactive Contact Center ¨           Interactive Visual Queue ¨           Contact Center PhoneSet Manager ¨           Contact Center Softphone ¨           Intelligent Queue ¨           Multimedia Contact Center ¨           Contact Center Scheduling ¨           Schedule Adherence ¨           CRM ¨           Traffic Analysis ¨           Flexible Reporting ¨          Contact Center Screen Pop ¨          High Availability   Contact Center Enterprise Edition Contact Center Enterprise Edition is designed for Customer Interaction Solutions customers who ¨         Have a sophisticated, formal contact center ¨         Support additional forms of communication other than voice, such as email, web chat, fax and/or walk-in customer distribution ¨         Want to enable agents anywhere – at home, in the office, around the world Learn more about Contact Center Enterprise Edition >>
	“Some of the more impressive features of the Mitel solution are with the supervisor application—so much so that we chose to recognize [Customer Interaction Solutions] with our citation for Best Supervisor Functions.” “IP Contact Centers Go Beyond The Basics”, Miercom BCR, November 2006
Contact Center Business Edition Contact Center Business Edition is designed for Customer Interaction Solutions customers who ¨        Have a less sophisticated, single-site contact center with 25 agents or less ¨        Are searching for a single server, out-of-the-box deployment designed for functional contact centers ¨        Want to ensure they are investing in a future-proof solution Learn more about Contact Center Business Edition >>   Contact Center Management Contact Center Management is a browser-based application that provides real-time and historical monitoring as well as agent forecasting.  Learn more about Contact Center Management >>   Contact Center Management Enterprise Node Contact Center Management Enterprise Node is an add-on product to Contact Center Management that provides multi-switch (remote and/or co-located) enterprise-wide historical reporting and real-time monitoring. Learn more about Contact Center Management Enterprise Node >> ^ back to the top ACD Resiliency ACD agent resiliency provides an immediate response to outages and allows IP phones to remain in service in the event their 3300 ICP Controller is offline. ACD Resiliency supports seamless contact center reporting and real-time.  Learn more about ACD Resiliency >>    Interactive Contact Center Interactive Contact Center is an application that allows you to control agent and queue states instantly and easily via the Contact Center Management real-time display. This application runs only on the SX-2000 and 3300 ICP platforms. Interactive Contact Center integrates with Contact Center Management and Multimedia Contact Center to provide virtual queuing. Learn more about Interactive Contact Center >>   Interactive Visual Queue Interactive Visual Queue is a real-time grid that enables agents to monitor calls within a queue and then use a drag-and-drop operation to move calls from busy queues to quiet queues. Interactive Visual Queue is an add-on application that works in conjunction with Contact Center Management and Interactive Contact Center. Learn more about Interactive Visual Queue >>   Contact Center PhoneSet Manager Contact Center PhoneSet Manager is software that Automates phone sets from PC desktops. Learn more about Contact Center PhoneSet Manager >>   Contact Center Softphone Contact Center Softphone is software that provides complete phone set functionality from the computer desktop. It delivers voice media to the agent using a multimedia computer and USB headset. Learn more about Contact Center Softphone >>             ^ back to the top Intelligent Queue Intelligent Queue is a browser-based recorded announcement solution that provides standard recorded announcements, intelligent messaging capabilities, routing and callback. Learn more about Intelligent Queue >>   Multimedia Contact Center Multimedia Contact Center is an advanced contact distribution package that integrates with Microsoft Exchange 2003 to route emails, chats and faxes to the longest idle agents in MS Outlook. Learn more about Multimedia Contact Center >>   Contact Center Scheduling Contact Center Scheduling is an application that integrates with the Contact Center Management Forecasting functionality to provide automatic agent scheduling, based on business rules and required skills. Learn more about Contact Center Scheduling >>   ^ back to the top Schedule Adherence Schedule Adherence is an add-on product to Contact Center Scheduling that allows you to see what agents are doing in relation to what is scheduled and quickly identify areas of non-adherence. Learn more about Schedule Adherence >>   CRM Customer Interaction Solutions integrates with Microsoft Customer Relationship Management (CRM) software to provide efficient customer interactions, regardless of the contact method used: voice, email, chat, web, or fax. Learn more about CRM >>   Traffic Analysis Traffic Analysis is an add-on product to help you determine if you are using your incoming, outgoing, and bi-directional trunks efficiently. Learn more about Traffic Analysis >>   Flexible Reporting Flexible Reporting is an add-on product that enables you to fully customize reports. Learn more about Flexible Reporting >>   Contact Center Screen Pop Contact Center Screen Pop is an add-on product that enables agents to receive caller information in a desktop pop-up. Learn more about Contact Center Screen Pop >>   High Availability High Availability ensures failover to a secondary server when the primary fails due to a network outage, natural disaster, or server maintenance. Learn more about High Availability >>     ^ back to the top
For more information on our products and services, contact prairieFyre at sales@prairiefyre.com.