iPECS Contact Center Suite

 

Overview

Ericsson-LG offers Contact Center applications suite designed for small and medium business integrated with iPECS Call Servers. iPECS Contact Center Suite* consists of ACD, CTI and Reporting modules as part of the basic package and many optional value added function modules. Desktop agent and supervisor applications are also provided. With iPECS Contact Center Suite, you can enjoy the full features of the iPECS product line in a contact center environment.

    Ericsson-LG Enterprise branded IP Contact Center Solution
    As the Ericsson-LG Enterprise contact center solution, the iPECS CCS has seamless and tighter integration with iPECS-LIK and iPECS-CM. In addition, with valuable packaging with other Ericsson-LG Enterprise applications, your contact center agents and staff are able to fully utilize the benefits of Unified Communications, mobility or other performance enhancement applications.

    Single, All-in-one Platform
    • Managing telephone, E-mails, faxes, SMS, web call back, call-back in queue, Web chat, Social Networking
    • Different rules for each media or channel
    • Virtual server support for multi-functional servers
    • Agent use the same iPECS CCS DESK agent for multi-media call handling

    Cost Control
    • Modular architecture for flexible, scalable and cost effective configuration based on the requirement
    • Cost effective bundles for initial installation
    • Easy addition of modularized functions in options
    • Lower TCO
    › No need additional server for cards
    › Use HMP(Host Media Processing), no dialogic card
    • Less maintenance with no hardware and less servers
    • Prompt respond and real time business rule change with easy self creating Call Flow Design tool
    • Easy and intuitive tools reduce training cost
    • Self service automation reduces bottom line cost

    Simple and easy to use

    • CFD(Call Flow Design) for business process set up provides pre-defined best practice Call Flow Sample, simple drag and drop tool, and real time changes without needing to learn complex administration or script.
    • Easy project management for customers & partners allows company to develop its own templates, and faster implement and reduce chance of error.
    • Drag & drop call control
    • Flexible and intuitive Dash board and reports
    • Messenger type of CCS Desk agent