Contact CenterNG-IPCC Contact Center & Telephony software is your all-in-one solution that provides cost savings, improved customer satisfaction, and increased sales & support productivity. Deployed as web-based application by Java programming language, simply plug in a headset and login through browser, no software or APIs are needed. NG-IPCC supports voice, email, fax, chat and SMS for inbound and outbound.
Why NG-IPCC Contact Center? Because today's customers need to feel valued and supported across all channels and you need a 360view of them. NG-IPCC Contact Center uses automatics contact distribution to ensure your customers reach the right agent to solve their problems. With our contact management software, you can: Improved your customer service – skills-based routing means callers experience quicker, more efficient service Measure and manage your team – Judge their performance on a daily basis with customized reports and KPIs Keep your customers satisfied – the Callback feature means customers who are unable to hold van leave a message and receive a call back Deliver multimedia easily – Multimedia Queuing delivers all your communications to your agents in the familiar way calls are delivered and prioritized Motivate your team – Dynamic wallboards and dashboards encourage healthy competition between agents with performance levels displayed in real-time |
Features
Key Features:
- Multichannel Communications
- Integration with CRM
- Real-Time Monitoring
- Analytics & Reporting
- Automatic Call Distribution
- Skills-based Routing
- Shift & Scheduling Management
- Campaign Management
- Whisper, Spy & Recording
- Agent Activity Tracking
- Voicemail
