All-in-one SME contactcenter package
iPECS
Contact CentreSolutions
In the age of instant communication, customers expect more than just telephony. Integrate with your CRM and customize analytics to promote a dynamic, adaptable, customer-centric approach.
Flexible Architecture
Whether you are small, medium or a large enterprise, whether you are in one office or in various geographical locations or utilizing remote workers, you can now offer the key requirements for successful and modern customer experience.
Integrate your CRM
An all-inclusive solution that integrates customer contact with your CRM and call logs, so you can help quickly and with confidence. Rest easy with a secure system that meets the challenges of HIPAA (USA) and GDPR (EU).
Utilise Analytics
Enrich KPI evaluation, manage call volume and make smarter decisions with a powerful analytics add-on. Real-time monitoring helps to realize a rapid problem-solving culture. Assess and boost agent productivity with customizable reporting so you can always put the customer first.
Benefit from the best
Trust in a powerhouse of the telecommunications industry. Take comfort from high-quality business phone system hardware that’s tried, trusted and built to last.
Tailor to your needs
A comprehensive range for all environments, budgets and telephony requirements, from simple analog phones to fully featured executive handsets. Whether you need to talk by video or voice, find the phones and devices that gets the job done.
Build your future
Enjoy easy integration with other Ericsson-LG Enterprise products. Integrate your handsets seamlessly with iPECS Unified Communications (UC) platforms. Experience full compatibility with a suite of specialized productivity-boosting tools.
iPECS CCX
All-in-one browser-based contact centre solution for SMEs. Full integration of communications, CRM, applications and business processes, with presence settings to keep internal comms efficient.
Bring customer relations into the future with a feature rich contact center. Become even more accessible and productive with the powerful customer contact center solution for managing customer experience seamlessly.
- Feature rich inbound and outbound contact center
- Web based agent
- Business intelligence reporting
- Powerful supervisor’s monitoring tools
- Web Callback, Callback in Queue
- Voice recording
- Interactive Voice Response (IVR)
- Agent evaluation & support training
Fuel productivity
Choose the solution that enhances the efficiency of every aspect of contact. Quickly view customer call logs as they phone in. Manage all customer communications on all channels from the same user-friendly GUI. Increase your speed and watch productivity follow without any compromise in quality.
Choose security
You don’t have to choose between convenience and compliance – have both, with an all-in-one tool that protects you and your customers. All information and communications are encrypted to comply with data protection laws in multiple jurisdictions, including GDPR (EU) and HIPPA (USA).
Analyze with ease
Measure as you go with intelligent analytics tools that help you see how you’re performing. Schedule regular reports or view key metrics in real time so that you can always allocate resources according to need. Analyze KPIs to optimize team performance.
Record your calls
Evaluate your work and keep the vital records you need with built-in call recording. Handle complaints and resolve disputes with transparency and accuracy. Recordings are easily accessible for agents with authorization, so you can quickly find what you need, when you need it.
Resolve queries quickly
Promote a culture of First Contact Resolution (FCR) with a tool that powers accuracy and efficiency at every stage. Customize the IVR to get callers through to the right line. Use a full range of features to manage contact quickly. Maximizing FCR is the goal of every contact center. Achieve it with iPECS.
iPECS CCX Report Plus
The add-on that transforms analytics, resource management and agent productivity. With real-time monitoring and smart reporting, get the insights you need to provide your customers with the best possible service.
- Web based agent and dashboard
- Proprietary integration
- Accessible from anywhere
- Automatic report scheduling
- Wallboard and alert management
- Reports generated as PDF or Excel files
- Real-time reports and wallboard
- Individual agent reporting and statistics
- Over 100 powerful reports
- System performance monitoring
- Service level reports
- Powerful carrier tariff interface
- TAPI based call control
- Same level CRM integration as iPECS CCX
Improve agent performance
Monitor individual productivity in real time or with customizable reports. Download easy-to-read charts in PDF or Excel form, detailing each agent’s call statistics. Keep pushing your team to deliver excellence, be their best, and provide the most efficient service possible.
Manage cost intelligently
Manage resources better by allocating them according to need. Get reports for separate divisions and check them against telecoms billing, to avoid overpaying unnecessarily. Choose the analytics tool that allows you to spend smart and boost efficiency.
Assess business metrics
Get real-time information and customize performance reports. Separate reports by division for quick comparison. Configure your own business intelligence reports and display metrics live via wallboard to ensure your contact center is always on track.