First – The Story on SU10
We’ve all been waiting anxiously for the release of SU10 for CIC 3.0. While ININ didn’t give us any indication at the partner conference when it would be released, we did find out, through one of our sources inside ININ, that they have deployed it internally. This leads us to believe that it could be released sometime in the next 3-4 weeks…
6 Key Developments to Expect in CIC 4.0
We learned a great deal about the upcoming release of 4.0 at this year’s Interactive Intelligence partner conference. It has certainly been scaled back from the predictions at last year’s conference, but there are a number of solid enhancements and probably the biggest architectural change we’ve seen in some time. While the release date hasn’t been set yet, we expect 4.0 to be out by mid next year and to evolve as features are added through the Service Update process. As with the release of 3.0, this evolution of 4.0 will create some challenges, but we are working very hard to stay ahead of the product and provide you with the best advice.
1) Interaction Supervisor Gets Rebuilt in .NET
In 4.0, Interaction Supervisor is getting a complete make-over. The application is being re-written in the .NET framework and it will move into ICBM (Interaction Center Business Manager) instead of running as a separate application (as it does today). The new interface keeps the best of supervisor (real-time stats display, setting alerts, etc.), while adding some noteworthy improvements to the interface and the architecture.
What does this mean for you?
The growth of ICBM continues the development of a powerful tool for the business users in the contact center. ICBM applications support administrative-type tasks that are segregated from Interaction Administrator. This allows contact center management teams to control functionality that directly affects their “shop” without needing the intervention of IT/technical staff.
2) Expanded Virtualization Support / HMP No Longer Required for the CIC Server
There are some major changes to the upcoming 4.0 CIC Server release. We can now safely say what some of those changes will be.
- HMP (current audio processing engine) will not be needed on the CIC server in release 4.0. All of the audio processing tasks will be offloaded to external media servers.
- Windows Server 2008 R2 will be the only supported server operating system. Since 2008 R2 is a 64 bit only release, 32 bit will not be supported.
- The CIC server will be supported as a Virtual Machine with Microsoft HyperV supported at General Release, and VMware ESX supported at General Release or shortly thereafter.
3) Speech Analytics / Word Spotting is Coming
CIC 4.0 will further leverage the power of media servers by enabling real-time word-spotting. Did the caller just ask to cancel their account? Did one of your agents just use a “forbidden” phrase? No longer will you need to listen to a recording of a completed call to get this information. You will have the capability see this information on-the-fly and gauge effectiveness of your agents and the satisfaction of your callers.
4) Complete Reporting Redesign in CIC 4.0
Important changes are introduced in CIC 4.0 that will dramatically increase its reporting capabilities while making it simpler and faster to get to the data you need.
New Reporting Engine
While Crystal Reports will still be supported until CIC 5.0, CIC 4.0 will make use of GrapeCity’s Data Dynamics Active Reports. This will provide excellent .Net integration, easier selection of report parameters, and more intuitive and interactive reports.
More Detailed Interaction Logging
Interaction reporting data will be more detailed, broken out by interaction type (call, e-mail, chat, etc.), and include segment detail information to provide a full history for each segment of an interaction.
Service Level Enhancements
Service Levels (percentage of interactions answered within specified time period) will be separated from Distribution (intervals in which Abandon and Answer data are collected) and will be configurable per Queue and per Media type. This will provide much more accurate and detailed reporting for queues and also for different interaction types like e-mail that may use significantly different values.
5) Interaction Attendant Enhancements in CIC 4.0
One of the goals in CIC 4.0 is to reduce the number of handler customizations required to achieve the desired functionality for a call flow. There are plans to re-write Interaction Attendant as a .NET application, but these seem to have been temporarily shelved to focus development resources on things like Interaction Media Server, and IPA (Interaction Process Automation). There are, however, a few very useful features planned to be added:
This node will be similar to the Logical Transfer operation, but will allow multiple evaluations without requiring a new operation for each logical expression. This will allow complex logic without creating a monster.
This will give you the ability to directly set Statistic and Report Groups directly from Attendant, reducing the need for certain handler customizations.
Access Control for User Profiles
In CIC 3.0, a user either has access to view and/or modify an Attendant or not â€“ all or nothing. The ability to control which profiles a user has access to will allow greater flexibility in who can be given access to what, without worrying what the user might unknowingly break.
Currently, the first user to open Interaction Attendant "locks" the ability to publish changes. The ability to open Attendant in "Read-Only" mode will allow multiple users to view Attendant and then request a "lock" when they actually need to make and publish changes.
6) Bulls Eye Routing Pushed to CIC 5.0
We were disappointed to learn bulls-eye routing has been pushed to CIC release 5.0. Until then we will have to use handler customizations to build bulls-eye routing features.