Improved Multi-channel Handling

The following sections outline some of the changes that have been made to multi-channel handling.

Updated Email Handling

CIC 4.0 presents a complete redesign of our email offering and introduces significant improvements compared to previous CIC releases. The key difference is that the response model has been changed to be more natural. An incoming email offered to an agent is opened in read-only mode, just as in other email applications. The email form now offers the ability to reply, reply all, and forward the message, as shown in Figure .

New Incoming Email Form with Reply, Reply All, and Forward buttons

Forwarding a message including attachments will automatically put the attachments in the outbound email as well. When a Reply or Forward action gets performed, the user still has the original read-only email option allowing them to perform multiple actions to a single email. A user could potentially forward an email to a different email addresses as well as responding to the customer just from within the client interface. While the user is performing all these actions (Reply, Forward) the Client interface keeps track of these actions and shows each of these actions as a child node in the client, making it visible to both the agent and supervisors about what is happening with an email as shown in Figure .

Interaction Client Showing different child objects for actions taken on an Email

In the Interaction Client .NET Edition, a new feature allows users to create a new outbound email directly from Interaction Client. These outbound emails can be associated with workgroups for reporting/tracking purposes and to determine the sender of the email. Each workgroup has additional configuration settings allowing system administrators to configure from which email address an outbound email is being sent. This address is used when the end-customer opens the email and replies to the message. Because these replies are handled by an ACD queue instead of an individual user, the volumes are tracked in both Interaction Supervisor and Interaction Reporter.

Improved Web Chat

CIC 4.0 significantly simplifies the deployment of web chat. Changes to the back-end architecture make this feature easier to deploy. Scalability and reliability are also significantly improved due to architecture changes. Tomcat is no longer a requirement; instead, the redesign relies on reverse proxy web server configuration.

Web chat in CIC 4.0 includes an improved web front end, making it easier to customize and incorporate in corporate websites. The new front end also improves support for multiple browsers.