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You would be hard-pressed to find a company with more expertise in such a wide variety of solutions to enable companies to tightly integrate and automate sales, support and call center interactions. The symbiotic interoperability of the IPCC, GoldMine, HEAT and ITSM products gives FrontRange an edge in the market that most other companies can merely envy.

FrontRange Solutions
4120 Dublin Blvd.
Suite 200
Dublin, CA, 94568

http://www.frontrange.com


Product Name: IP Contact Center (IPCC) 5.0

The new version of FrontRange’s Voice Over Internet Protocol-based (VoIP) software suite features quality management and integration with other FrontRange product families, including the company’s HEAT, GoldMine Corporate Edition, and the new IT Service Management (ITSM) modules. As contact center managers continue to scrutinize and manage costs meticulously, IPCC’s integration to business applications reduces implementation as well as ongoing costs. FrontRange IPCC 5.0 enables users to train staff more effectively with features like the optional module Quality Management with which a supervisor can record calls with server-based recording and call rating.

IPCC 5.0 enables users to increase customer satisfaction while lowering costs by providing seamless access to information from FrontRange applications. Upgrades begin at the IPCC 5.0 Dashboard with its desktop integration between ITSM, GoldMine and HEAT. Additional highlights include:

Quality management. The new Quality Management module allows users to ensure consistent service quality by means of monitoring and recording of live calls. Monitoring provides supervisors options of one-way listening, coaching agent without customer hearing it or conference participation. Recording can be activated by schedule, call scenario or upon supervisor request.

Business application integration. Because IPCC is a native FrontRange Solutions application and an integral part of the FrontRange solutions mix of products, serviced and supported by the same company, the requirement for complex middleware applications, and expensive and complicated professional services is reduced or eliminated.


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