Call Centre Software
Speak to more customers and prospects – operate more efficiently to contact them – ensure you meet industry and government guidelines.
iPECS CCS Desk links your most important tools – the PC, inbound and outbound telephony control and internet media. Your contact centers can create advanced business efficiencies with simple and easy to handle and manage mutli-channel contacts and with inbuilt CRM integration.
Key Features
Link your most important business tools
Manage your telephone calls easier
Screen Pop on incoming cal
Drag and Drop Telephony controls from your desktop
Key Benefits
Link two important business tools – the PC and the telephone
Click to dial
Screen pop of customer details
Drag and drop call control
Service efficiency
Improve staff capability for better service
Performance monitoring
Low cost
Add telephony integration to your Customer Contact, Help Desk or CRM Business Systems
Log History of calls made, received and even missed to your CRM
Workflow adherence, “presence management” and communication
Features
System Features
Campaign Administration Interface
All Campaigns and Agents available activity in Real Time Screen
Campaign Schedule for Auto Able/Disable
Preview/progressive/Pre-Emptive Dial Modes
‘Do Not Call’ Compliance Measures
Database/CRM Integration
Optional Voice Recording
Integrated Reporting – over 150 Reports
Configurable Completion & Wrap Up Codes
Re-Call Scheduler
Configurable Agent break-out codes
Agent features
Agent Log-In/Out On-screen
On-Screen Wallboard
Run from toolbar or full screen
Integration with customer database or CRM
Customer Screen Pop Details
Campaign Name Shown on Agent Screen
Agent Call Wrap Up Codes
Agent Break Codes
Auto Agent Absent Redirect
Log Agents into new Campaigns – reassign while live