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By bringing VoIP technology into the contact center with IP Contact Center, the SMB and distributed enterprise can greatly improve their telecom infrastructure and customer service capabilities without the complexity and expenses of a traditional enterprise level contact center.
IPCC 5.0 is significant because it enables businesses of all sizes to easily and quickly gain the benefits of an integrated contact center solution. IPCC extends the functionality of FrontRange products by making them accessible via telephone, for live communication and automated self-service. And for current customers, IPCC provides seamless access to information from any of FrontRange’s other applications with a product that’s easy to integrate into current ongoing sales and marketing operations.
Key benefits of IPCC 5.0 include:
• Enables small companies to create virtual call centers.
• Ability to monitor, measure, and manage call times.
• Increase customer retention and loyalty by shortening call wait times and ensuring the best resource is used to handle transactions.
• HEAT integration enables customers to report incidents without even talking to a person. Calls are automatically logged with call and customer information.
• IP architecture makes distance, media, and time virtually irrelevant for site and/or agent expansion.
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