IPCC
Internet Protocol Contact Center
KEY FEATURES
1
Agent
Dashboard
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
2
Interactive Voice Response
3
Robust
CRM
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
4
Technical
Support
5
Case
Management
(CMS)
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
- Real-Time Supervisor Dashboards
- Call Recording
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
6
Call Monitoring & Recording
7
Analytics
&
Reporting
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
8
Session
Screenshots
9
Control
Panel
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
1
Agent Dashboard
2
Interactive Voice Response
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
3
Robust CRM
4
Technical Support
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
5
Case Management (CMS)
6
Call Monitoring & Recording
- Real-Time Supervisor Dashboards
- Call Recording
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
7
Analytics & Reporting
8
Session Screenshots
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
9
Control Panel
Business Values
Key Features
Key Features
1
Agent Dashboard
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
2
Interactive Voice Response (IVR)
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
3
Robust CRM
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
4
Technical Support
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
5
Case Management (CMS)
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
6
Call Monitoring & Reporting
- Real-Time Supervisor Dashboards
- Call Recording
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
7
Analytics & Reporting
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
8
Session Screenshots
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
9
Control Panel
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
1
Agent Dashboard
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
2
Interactive Voice Response (IVR)
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
3
Robust CRM
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
4
Technical Support
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
5
Case Management (CMS)
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
6
Call Monitoring & Reporting
- Real-Time Supervisor Dashboards
- Call Recording
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
7
Analytics & Reporting
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
8
Session Screenshots
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
9
Control Panel
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
