About the IU CIC/PureConnect service

PureConnect powered by CIC, formerly known as CIC and developed by Genesys, is a Voice over IP (VoIP) customer engagement solution designed for high-volume call centers. CIC/PureConnect provides a broad set of features to help call centers deliver consistent customer service, optimize their resources, and improve employee performance.

CIC/PureConnect provides:

  • Advanced call routing based on caller ID, DNIS (number dialed), location, time of day, and agent skills.
  • Live monitoring or recording for managing employee performance
  • Custom queue announcements
  • Detailed reporting
  • Advanced call features, such as ad hoc conference calls for up to five parties (no bridge required) and ad hoc or service-wide call recording, among others

UITS offers CIC/PureConnect as a service to Indiana University departments that need a comprehensive, multi-channel call center solution.

You can access IU's service using Windows desktop software, a browser-based web client (recommended for macOS users), a virtualized client (available via IUanyWare), the CIC/PureConnect SIP Soft Phone application, or a Polycom VVX business media phone:

  • Windows desktop software: To install CIC/PureConnect's Interaction Client Business Manager (ICBM) and Interaction Administrator, see How to install CIC User Client.
  • Web client: For geographically remote agents and macOS users, UITS recommends the web client. The web client is missing some of the advanced options found in the Windows client, but users authorized to access CIC/PureConnect can use the web client from any internet-connected computer.
  • SIP Soft Phone The CIC/PureConnect SIP Soft Phone application lets you place and control calls from your Windows desktop.
  • Polycom VVX business media phone: CIC/PureConnect natively supports a variety of Polycom business media phones. UITS recommends the Polycom VVX 500; see Polycom's Quick User Guide.

    Photo of Polycom VVX 500 phone

To find out more about the IU CIC/PureConnect service, or to request access, contact the IU CIC/PureConnect administrator.

Important:

This UITS system or service meets certain requirements established in the HIPAA Security Rule thereby enabling its use for work involving data that contain protected health information (PHI). However, using this system or service does not fulfill your legal responsibilities for protecting the privacy and security of data that contain PHI. You may use this system or service for work involving data that contain PHI only if you institute additional administrative, physical, and technical safeguards that complement those UITS already has in place.

UITS provides consulting and online help for Indiana University researchers, faculty, and staff who need help securely processing, storing, and sharing data containing protected health information (PHI). If you have questions about managing HIPAA-regulated data at IU, contact UITS HIPAA Consulting. To learn more about properly ensuring the safe handling of PHI on UITS systems, see the UITS IT Training video Securing HIPAA Workflows on UITS Systems. For additional details about HIPAA compliance at IU, see HIPAA Privacy & Security on the University Compliance website.

This is document bcae in the Knowledge Base.
Last modified on 2018-10-11 14:40:13.

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