What is iPECS CCS Q?
iPECS® CCS Q manage manages your customer enquiries more efficiently whether by phone, E-mail, text, web chat, or even Face book and Twitter. The flexible and easy call flow and business process design tool make your Customer Service and Multi-channel contact management simple.
All in one multi-channel contact center centre solution
iPECS® CCS Q is the most affordable professional Customer Service and Inbound Multi-Media Management & Reporting system for any business.
CCS Q provides your business with the means to route and manage your customers and provide them options on how they want to contact your staff, in the best possible way. CCS Q offers powerful Skills Based Routing and Automatic Call Distribution with variable Announcement Management options that provide your business with state-of-the-art Contact Center Technology. Agents can log in and out of CCS Q and all the data from queues, traffic and agents is logged and reported on by iPECS®Report Plus. It can be shown to your team in real time with our Business Intelligence Dashboard, providing businesses a powerful and integrated solution that can grow as you grow.
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- Real-Time Administration Interface: with live agent details and statistics
- Range of ACD Queue Management Call Distribution Mode
- Real-Time agent management and queue management
- Skills-Based Routing: enables your highest priority callers to be connected with the best qualified agent.
- Configurable Announcement Manager: easily customize the announcements your customers hear while holding.
- Auto-Attendant: with estimated wait time and position in queue
- Queue Priority and Overflow Management
- Drag and Drop Agents and Callers: giving you the simplest and greatest control over the call
- Configurable Threshold alarms: so KPI’s are managed and not exceeded
- Database/CRM Integration: use an out of the box configuration or our API gateway to program your own
- Integrated Reporting over 200 Reports
- Configurable Completion & Wrap Up Codes: giving management visibility over what has occurred on each call
- Configurable Agent break-out Codes: report on your agent’s time
- Optional Call-Back in Queue Module: so your customers can hang up but maintain their position in the queue.
- Optional CCS Call Module for Tele-Marketing call blending so one agent can manage both in-coming and out-going calls
- IVR Automated Response: Add CCS IVR and offer your customers automated services on-line via telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction
- Voice Recording: Add CCS Record for many businesses recording telephone calls is a necessity - Record All, On Demand or Random,integrated with iPECS Report Plus, CCS Record can also store the recordings in your CRM
For more information please download below brochure
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