What is iPECS CCS Call?

iPECS® CCS Call is the outbound Tele-Marketing & Call Center solution that will revolutionize the way you do business. ERICSSON-LG’s innovative software combines your telephone and information technology, to deliver the best results from your telemarketing campaigns.

Manage your Campaign
Managing and measuring the performance of your telemarketing and customer contacts is a business necessity. By deploying iPECS® CCS Call, your business will minimize the cost of customer acquisition, retention and management. Using the latest advancements in CCS Desk, managers can now start and stop telemarketing campaigns at a push of a button and measure a campaign’s effectiveness in real-time at a glance of a screen. Customers can be set to be automatically called back if the first attempt was unsuccessful and CCS Call ensures that your team does not call the customer repeatedly with the same message from multiple agents, or worse - call customers that have deemed to not be contacted again. Many international government and industry guidelines now call for compliance to ‘do not call’ lists, it is the responsibility of call centers to meet these guidelines.

Real time Agent management
Manage the campaign as it happens, as a supervisor you have access to the real time activity of the campaign and agents. By configuring Agent break-out codes, you are able to control who is logged in to make calls, take breaks and even reassign them to different campaigns. When a call has completed, agents can be prompted to enter a preconfigured completion code, which is immediately reportable on iPECS Report Plus and CCS Dashboard.

Compliance and the Do Not Call registers
To avoid large fines and disgruntled prospects managers can schedule a campaign to Auto Able or Disable, to correspond with the expiry dates of marketing ‘washed’ lists. This will minimize the chance of calling customers on the Do Not Call registers and potential regulatory fines.

Never dial the wrong number again
iPECS® CCS automated dialing method’s mean your staff need never dial a wrong number again. The campaign dialing methods of CCS Call allow three different automated dialing modes Preview’, ‘Progressive’ and ‘Preemptive’. Two other manual methods include ‘click to dial’ and ‘Copy to dial’. This computer aided dialing allows hands free dialing for the agent and a much more efficient operation.

Increase revenue
Improve sales and increase revenue by making more calls per hour by minimizing agent down time. CCS Call allows management contact center teams in the most comprehensive fashion, so that they are performing at the optimum level.

Performance & results monitoring
iPECS Report Plus is a customized view of the campaign showing real time statistics. Displaying these key statistics on a large screen can be used to motivate staff and by using the ‘Ticker Message’ can advertise a promotion or incentive. ‘KPI Alarms’ attached to Dashboard can automatically alert management
or staff when benchmarks have been reached. In depth analysis of campaigns and
calling activity can be obtained from iPECS Report Plus . Managers can run or subscribe to over 150 different historical reports. iPECS Report Plus can provide call accounting and visibility to areas of the campaign that are not immediately identifiable.

Enhanced customer relationships
Enhance the quality of your customer relationships by increasing the effectiveness of your Customer Relationship Management Software (CRM). A CRM integrated with CCS Call allows your staff to see the history of your calls in CRM and enable ‘click to dial’ functionality from your CRM contacts. CCS Call immediately integrates with the world’s most popular CRMs and with our API you may be able to integrate your existing CRM, to deliver a better customer experience. What is the API ? We have created special software development kits that your own technology specialists or partners can easily use to embed our controls into your own app and talk directly to our reporting engine and dashboards. These can create truly specialized applications to work with your IT strategy and architecture.

OUTBOUND DIAL MODE

Preview Mode
In Preview Mode, the system will ‘pop up’ the next selected target details, allowing the agent to view pertinent details like business name, contact name and contact number. CCS Call will then dials the number when the Agent clicks ‘dial’. When the agent has finished the call, they can complete any wrap up details and then the next target screen pop is raised and the Agent clicks ‘dial’ when ready. In this mode the Agent controls the pace between each call.

Progressive Mode
In Progressive Mode, the next selected target details pops up and after
a predefined set interval is automatically dialed by CCS Call without
agent intervention. When the call is completed, the agent has a set time to complete details, before the next target is popped and dialed. In this mode the administrator is enforcing the pace between each call.

Pre-Emptive Mode
Many people think of a ‘predictive dialer’ when they ask for this type of functionality. The CCS Call Pre-Emptive Dialing Mode dials the selected numbers and determines whether they are a ‘positive’ connection, as in a IVR person, or ‘non-positive’, as in whether answered by an answering machine, facsimile, a modem or whether it’s a busy or engaged signal. ‘Positive’ connections are immediately transferred to an agent, whilst the system can retry the ‘non-positive’ connections on a specific campaign level retry basis, set by the campaign manager. The management interface allows for configuration of ratios of agent to callout patterns and agent availability.

Business Benefits

• Boost productivity & efficiency
• Ensure your staff have the right information for the right type of call
• Protect your customer database integrity
• Get performance & results

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

For more information please download below brochure

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