Power Communications Business Telephone Specialists

iPECS CCS Call Centre/Reporting

Intelligent Multi-Channel IP Contact Center Solution, iPECS CCS is a multi-channel contact centre solutions package for SME. Its multiple channels in comprehensive all in one solution provide seamless connections for your smart customer services.

Product Description

iPECS CCS Call Centre/Reporting

Features and Benefits

Best suite for small and medium-sized contact centre
• Cost effective bundles for basic contact centre with iPECS platforms
• Flexible add-on and optional modules for additional functionality
• Easy installation and operation with intuitive and simple functions
• Embedded CRM interface for major CRM solutions

 

Multi-channel all in one solution
• iPECS CCS enables you to provide smart customer service enabling customers to communicate any way they choose
• Managing telephone, e-mails, voice mail, fax, SMS, web call back, call back in queue, web chat and social networking
• Different rules for each media or channel
• Virtual server support for multifunctional servers
• Agent use the iPECS CCS Desk agent for multimedia call handling

 

Next generation customer contact
• Enable consistent cross-channel communications
• Social Network Solution supports most popular media (Twitter and Facebook)
• Multimedia outbound Tele-Marketing
• CRM integration for better service for customers and business integration
• Expert contact levering Unified Communications Solutions increase productivity and improve customer service by providing first contact resolution

 

Web-based reporting tool
• Real-time monitoring and historical reports on a range of call accounting, billing, call analysis, etc.
• Integrating with voice recording or CRM/Database in the contact centre to show comprehensive reports
• Business intelligent Dash Board

 

iPECS CCS consists of basic package and modularized options for special functions
• Basic package:
  – CCS Q: Multichannel inbound CC
  – CCS Desk: Agent’s desktop software
  – CCS Report: Monitoring and report
• Optional modules:
  – CCS Call : Multimedia outbound CC
  – CCS Chat : Web chat and instant messaging clients
  – CCS Social : Social networking with Twitter and Facebook
  – CCS IVR : Interactive voice response
  – CCS Record : Voice recording
  – CCS SMS : SMS server(TBD)
  – CCS Survey : Survey for customer service measurement
  – CCS Coach : Coach for agent training

 

iPECS CCS Datasheet

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