Ericsson-LG Enterprise offers a contact center solution that covers all size business. iPECS_CCX is a web based professional multi-channel IP contact center solution best integrated with iPECS platforms. Including desk client and reporting tool as default, iPECS_CCX provides many additional modular applications.

iPECS_CCX is a web based multi-channel contact center solutions package for all businesses. Its multiple channels in comprehensive all-in-one solution provide seamless connections for your smart customer services.

Best suite for small and medium sized contact center

• Cost effective bundles for basic contact center 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_CCX enables you to provide smart customer service enabling customers to communicate any way they choose
• Managing telephone,e-mails,voicemail,fax,SMS,web callback,callback in queue, web chat and social networking
• Different rules for each media or channel
• Virtual server support for multi functional servers
• Agent use web based iPECS_CCX Desk agent for multimedia call handling

Next generation customer contact

• Enable consistent cross channel communications
• Social Network Solution supports most popular medias (incl. 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 center to show comprehensive reports
• Business intelligent web based Dash Board

iPECS_CCX consists of basic package and modularization options for special functions

• Basic package
  • iPECS CCX CC : Multi channel inbound CC
  • iPECS CCX Desk : Agent’s desktop software
  • iPECS CCX Report : Monitoring and report
• Optional modules
  • iPECS CCX Call: Multimedia outbound CC
  • iPECS CCX Chat: Web chat and instant messaging clients
  • iPECS CCX Social:Social networking with Facebook
  • iPECS CCX IVR:Interactive voice response
  • iPECS CCX Record: Voice recording
  • iPECS CCX SMS: SMS service
  • iPECS CCX Survey: Survey for customer service measurement
  • iPECS CCX Coach: Coach for agent training
  • iPECS CCX PICM: Personal Information Compliance Manager