Better customer support
The Future of Customer Contact
Bring customer relations into the future with a browser-based multi-channel contact centre.
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).
Be customer-centric
With a multi-channel contact centre, you can be there for your customers using the method of communication they prefer. Use calls, instant messaging, emails, fax and even social media to resolve queries in a way that suits both your business and your customers.
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 centre.
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.
Be customer-centric
With a multi-channel contact centre, you can be there for your customers using the method of communication they prefer. Use calls, instant messaging, emails, fax and even social media to resolve queries in a way that suits both your business and your customers.
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.
Benefits
Ericsson-LG iPECS CCX Contact Centre Platform is loaded with benefits
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 centre.
Browser Based
Browser-based multi-channel contact centre. Become even more accessible and productive with the powerful customer contact centre solution for handling calls, email, instant messaging and more.
Key Features
- Multi-channel inbound and outbound contact centre
- Web based agent - no software to install
- Monitoring and reporting
- Web chat and instant messaging
- Social networking with Facebook and SMS server
- Call Recording
- Interactive Voice Response (IVR)
- Agent evaluation & support training
- Interactive Wall Boards and Dashboards
- Extensive CRM integrations
- Web chat, Web call back, call back in queue
Customer Experience
With the rise of social media, cuastomers have more power and influence than ever. Businesses that mistreat customers risk going viral for all the wrong reasons. Getting it right matters. In a new age of consumer power, customer service is the new marketing.
Productivity
Customer service teams rely on cutting-edge tools to perform as productively as possible. Nowhere is this more important than in a modern contact centre environment. iPECS tools are proven to boost the output of agents by speeding up everyday tasks and simplifying administration.
Monitoring
When you handle a high volume of inbound or outbound calls, it's essential to monitor and evaluate the data produced to gain insights into your operation. Our Contact Centre tools allow you to customize and automate reporting, so you always know how you're doing.
Phone system CRM Integrations
Our phones system solutions integreate to the following CRM systems to name a few. If you are running a custom SQL database for CRM contact us today to get your software integrated.
- ConnectWise
- Frontrange GoldMine
- Google Contacts
- IBM Notes
- Maximiser
- MS Access
- MS Dynamics
- MS Dynamics Nav
- MS Outlook (Not OWA Version)
- NetSuite CRM
- Sage 50 Accounts
- Sage CRM
- Salesforce.com
- LDAP/ODBC
- StyLite EGROUPWARE
- Sugar CRM
- SuperOffice
- Swiftpage act!
- Swiftpage/Infor SalesLogix
- Vtiger CRM
- Zoho CRM
Once your CRM is Integrated you'll receive the below features:
- Click 2 Dial
- Caller Lookup
- Screen Pop Contact Information
- Screen Pop Company Information
- Name Search