Giải pháp Contact-Center của Tổng đài iPECS

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)