iPECS-CCX: là bộ sản phẩm giải pháp phần mềm Contact – Center của Ericsson-LG phát triển riêng cho Tổng đài iPECS của hãng sản xuất.
Ericsson-LG Enterprise branded IP Contact Center Solution
- Seamless and tighter integration with Unified system & UCM
- Constant development path for iPECS-CCX by Ericsson-LG Enterprise
- Valuable packaging with other Ericsson-LG Enterprise applications
Best suite for small & medium-sized Contact Center
- Cost effective bundles for basic contact center with iPECS Platforms
- Easy installation and operation with intuitive and simple functions
- Benefits of All Software solution
- Software based media processing through SIP
- No PSTN media interface card
Omni-channel solution with modernized web based GUI
- Web based agent and dashboard
- Email, Voice Mail, Fax, Web chat
- Social interface – Facebook, WhatsApp, Facebook Messenger (TBD)
- Multi-Media Outbound Tele-Marketing
iPECS-CCX consists of basic packages and modularized options for special functions.
Basic package (Telephony Components)
• CCX CC: Multi-channel Inbound CC
• CCX Desk: Agent’s Desktop Software
• CCX Report : Monitoring and report
Optional Module (Contact Center Components)
• CCX Call – Multi-Media Outbound CC
• CCX Chat – Web chat & instant messaging clients
• CCX Social – Social Networking with Facebook
• CCX Survey – Customer Service Satisfaction
• CCX Record – Voice Recording
• CCX SMS – SMS Server
• CCX IVR – Interactive Voice Response
• CCX Coach – Agent Evaluation & Training
• PICM – Personal Information Compliance Manager
Enhanced web based Multi-channel Contact Center with stronger security
- Web based : Save installation time (Agent, Dashboard)
- No desktop SW install required
- Access from anywhere
- Dynamic agent assignment with real-time monitoring
- Increase answer rate with minimized abandoned call
- Many type of report & analytics
- Rich information with CRM
- Multi channel contacts
- Sensitive user data protection
- All in one package
- Single server installation
- Simple expansion policy (Increase only agent & HMP)