About the IU CIC service

Customer Interaction Center (CIC), developed by Interactive Intelligence, Inc., is a Voice over IP (VoIP) customer engagement solution designed for high-volume call centers. CIC provides a broad set of features to help call centers deliver consistent customer service, optimize their resources, and improve employee performance.

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

Important:
This system meets certain requirements established in the HIPAA Security Rule that enable its use for work involving data that contain protected health information (PHI). You may use this resource for work involving data containing PHI only if you institute additional physical, administrative, and technical safeguards that complement those UITS already has in place. If you have questions about managing HIPAA-regulated data at IU, or need help, contact UITS HIPAA Consulting. For more about HIPAA compliance at IU, see HIPAA Privacy & Security on the University Compliance website.

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

  • Windows desktop software: To install CIC's Interaction Client Business Manager (ICBM) and Interaction Administrator, see How to install CIC User Client.
  • Web client: For geographically remote agents and OS X users, UITS recommends the CIC web client. The web client is missing some of the advanced options found in the Windows client, but users authorized to access CIC can use the web client from any Internet-connected computer.
  • SIP Soft Phone The CIC SIP Soft Phone application lets you place and control calls from your Windows desktop.
  • Polycom VVX business media phone: CIC 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 service, or to request access, contact the IU CIC administrator.

This is document bcae in the Knowledge Base.
Last modified on 2017-09-29 13:43:57.

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