Contact Center Solution

Intelligent Multi-Channel IP Contact Center Solution

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

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