IP Contact Center
The Intervoice IP Contact Center (IPCC) augments the best capabilities of self-service applications software with live-agent assistance. IPCC intelligently routes any type of customer communication - phone calls, e-mail, web chat, voice messages, and fax - in a consistent manner on a single system, to self-service or live-agent assistance. Benefits include:
- Increased agent productivity
- Reduced operating costs
- Improved customer service and routing efficiencies
Inherently distributed IPCC design gives greatest flexibility for your contact center solution, allowing you to configure the system to meet your business requirements. This flexibility allows you to quickly and cost-effectively modify that configuration to adapt to changing requirements yielding benefits such as:
- Low-cost, simplified deployment
- Simplified systems management
- Flexible and rapid applications development
The software-only approach provides greater flexibility for routing contacts, managing people, and deploying call center and home-based agents.
IPCC can be deployed in a single location or across multiple customer contact centers, and enables you to manage multiple centers as a single center. Customers who need live assistance can be routed to the best agent to handle a contact wherever the agent is located - a major center, branch office, or working from home - and each agent interface can be configured and managed from a single point of administration.
To address your monitoring and management needs, IPCC provides standard reporting features, including consolidated data across multiple sites and across all types of communication channels. Our standard library of reports allows you to quickly deploy and ramp up. The ability to create custom reports allows you to track the nuances specific to your business.
IPCC can be integrated over legacy systems, including ACD, IVR, and CTI, and was built to meet the demands of mission-critical customer contact centers. Key capabilities include:
- Networked multiple centers on a distributed IP network provide inherent back up capabilities
- For single sites, a low-cost failover node can be implemented for disaster recovery
- Redundancy for key applications
- No single point of failure
- Patented call redirect capability automatically detects a call interruption and re-routes the call to the next best-skilled agent with all of the screen pop data from the first agent