IPCM Contact Center

Key Benefits

• Increase customer retention and loyalty
• Reduce operating costs
• Drive new business and revenue
• Reduce complexity
• Monitor, measure, and manage call times

Features

• IP-based solution - Leverage your existing infrastructure to reduce your overall cost of ownership.
• Real-time and historical reporting - View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard. 
• Agent dashboard - Drive higher volumes of calls per agent by making it easier to deploy, support, and change in any environment.
• Advanced skills based routing - Improve customer satisfaction by ensuring the appropriate agent handles each call with skill-based and data-directed routing rules.
• Virtual agent - Reduce mundane call center duties and increase job satisfaction by automating tasks, while still giving customers the option to talk to a valued staff member at any time.
• Web-based application builder - Change the messaging to your customers or change call routing options with this easy-to-use GUI application.
• Integration with business applications - Seamlessly integrate IPCC with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.

System Requirements

• SIP Hardware 
  RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
  RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
   
• Computer Hardware
  CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
  512 MB RAM
  2GB HDD
  XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
  100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
   
• Required Software
  Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
  TCP/IP configuration (domain membership is recommended, but is not required)
  Internet Explorer® 6.0 or higher
   
• Optional Software
  SAPI5-compliant Text-to-Speech (TTS) engine(s)
  ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
  See the checklist for information regarding installation of optional software

Key Benefits

• Ensure service quality
• Decrease escalation rates
• Improve agent training
• Retain loyal customers
• Meet legislative requirements for call recording 

Features

• Silent monitoring - Review agent calls to offer the best possible support and training to retain and train excellent agents.
• Call whispering - Enable supervisors to listen and offer advice to agents without the customer hearing.
• Call recording - Save complaints and abusive calls to be used for training, quality, or audit purposes for continuous improvement of your call center.
• Advanced routing capabilities - Assign, push, or reserve calls for specific agents based on skills, including language, product expertise, level of service, or customer profile.
• Parking - Park active interaction to another agent.
• Integration with business applications - Seamlessly integrate Quality Management with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management and ERP systems.

System Requirements

• SIP Hardware
  RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
  RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
   
• Computer Hardware
  CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
  512 MB RAM
  2GB HDD
  XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
  100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
   
• Required Software
  Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
  TCP/IP configuration (domain membership is recommended, but is not required)
  Internet Explorer® 6.0 or higher
   
• Optional Software
  SAPI5-compliant Text-to-Speech (TTS) engine(s)
  ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
  See the checklist for information regarding installation of optional software

Key Benefits

• Gain flexibility
• Increase mobile staff productivity
• Keep high-value, third-level workers connected
• Build effective communication

Features

• Centralized media center - Save time by accessing all of your messages and communication in one location.
• Email messages via phone - Quickly retrieve emails translated to voice-messages.
• Phone messages via email - Instantly retrieve voice-mails transcribed to text.
• Integration with business applications - Seamlessly integrate Unified Messaging with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.
   

System Requirements

• SIP Hardware 
  RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
  RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
   
• Computer Hardware
  CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
  512 MB RAM
  2GB HDD
  XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
  100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
   
• Required Software
  Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
  TCP/IP configuration (domain membership is recommended, but is not required)
  Internet Explorer® 6.0 or higher
   
• Optional Software
  SAPI5-compliant Text-to-Speech (TTS) engine(s)
  ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
  See the checklist for information regarding installation of optional software