IP Contact Center 5.0

Increase Customer Loyalty, Decrease Costs

Please call for pricing: (845) 221 3800

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Promote efficiency and develop strong, loyal customer relations with IP Contact Center. Designed with small to medium-sized and distributed enterprises in mind, IP Contact Center gives growing businesses the flexibility to compete with larger industry players.

Key Benefits

• Increase customer retention and loyalty
• Reduce operating costs
• Drive new business and revenue
• Reduce complexity
• Monitor, measure, and manage call times

Features

• IP-based solution - Leverage your existing infrastructure to reduce your overall cost of ownership.
• Real-time and historical reporting - View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard.
• Agent dashboard - Drive higher volumes of calls per agent by making it easier to deploy, support, and change in any environment.
• Advanced skills based routing - Improve customer satisfaction by ensuring the appropriate agent handles each call with skill-based and data-directed routing rules.
• Virtual agent - Reduce mundane call center duties and increase job satisfaction by automating tasks, while still giving customers the option to talk to a valued staff member at any time.
• Web-based application builder - Change the messaging to your customers or change call routing options with this easy-to-use GUI application.
• Integration with business applications - Seamlessly integrate IPCC with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.

System Requirements

SIP Hardware

• RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
• RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used

Computer Hardware

• CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
• 512 MB RAM
• 2GB HDD
• XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
• 100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required

Required Software

• Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
• TCP/IP configuration (domain membership is recommended, but is not required)
• Internet Explorer® 6.0 or higher

Optional Software

• SAPI5-compliant Text-to-Speech (TTS) engine(s)
• ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
• See the checklist for information regarding installation of optional software