What is iPECS Report Plus?

iPECS®Report Plus business reporting module delivers historic and current information on a company's business communications, supporting better analysis and decision making. All businesses need to live by the laws of efficiency, speed and great customer service. Creating exceptional value with the highest effectiveness is the goal and it is through measuring performance that businesses can ensure they meet these critical benchmarks.

Service and performance monitoring
In today’s fast-moving, service-oriented environment, providing customer service
and managing resources efficiently are key objectives. Do you have enough sales staff to take calls? Are there adequate service staff? Are telephones being answered in a timely manner – or are you losing customers and business?
iPECS®Report Plus provides very intuitive tool to monitor the customer service and operation performance of the business. You can easily check and analyze if your level of service and staff are adequate and it results in business planning.

Business Intelligence Dashboard
iPECS®Report Plus provides business intelligence Dashboard, a web-based, real
time dashboard screen and threshold alerting service that is user configurable. When the iPECS®Report Plus is utilized in conjunction with iPECS CCS, your business is accessing the latest in technology solutions for business intelligence, delivering real-time alerting as well as trend reporting. Whether you need telephone Call Accounting statistics, or Contact Center real time information for a wallboard, iPECS®Report Plus dashboard has the answer. A user-configurable interface that lets you conrtol what you want to see. You design your own business intelligence center and then create thresholds and targets. It is simple to use and it gives you complete control on how you are alerted when those targets are reached.

Review staff performance
Provide reports on team or individual performance, from costs to activity reporting on how many calls have been made or received.

Contact Center management
Whether you manage an inbound, outbound or combination contact center, monitoring resources and evaluating performance and costs is paramount. iPECS®Report Plus provides an advanced range of features to meet Contact Center needs, from sophisticated agent productivity & activity reporting to cost allocation and billing of services. All of this is supported by real time tools such as CCS Desk manager and iPECS®Report Plus dashboard for proactive contact center
management.

Billing and Cost allocation
The iPECS®Report Plus charging modules help for billing and cost allocation by extension or to division allocated by the Directory. It also provides service
bureau and billing functions with complete reporting and service billing of functions utilized and output directly to a bill report.

Check your Telecom Bill
Have the means to check telecom bills against your own data collected and ensure you are not getting overcharged. Identify services that are no longer required.

Account Code for project/item billing|
Utilize account code capability within your telephone system to identify and select individual calls back to a central account for services billing and reporting. With this function, iPECS®Report Plus serve accountability of costs back to
divisions. Company can allocate costs to teams or divisions for internal chargeback of company costs.

Business Benefits

• Measure and improve staff efficiency,
• productivity & customer service
• Better KPI management leading to enhanced
• contact center service levels
• Increase profitability
• Decrease data mining tasks with historical
• customer archives-quicker business resolutions
• More accountability by cost allocation
• Increase customer loyalty & satisfaction
• Manage billable services
• Manage your key business metrics better by
• utilizing a configurable web based business
• intelligence Dashboard with real time indicators
• and alerts.

Features

• Service or Performance Monitoring allowing you to better
• understand your business
• Powerful Business Reporting Suite for call reporting, analysis and
• escalations
• An easy to use Web based client
• SQL database architecture & SQL Reporting Services report architecture
• Powerful Carrier Tariff interface - resulting in enterprise grade reporting
• iPECS®Report Plus is compatible with most telephony platforms
• Directory and Information Services
• Serial & IP call logging
• Over 200 powerful reports for system performance, service levels,
  grades of service and agent/team evaluation
• Integration to other iPECS® CCS modules & third party applications
• Automatic Scheduling of reports to print, E-mail or file (CSV, PDF,
  Excel ): meaning you can set and regularly get your critical reports
• Self Configurable web Dashboards with real time graphs,
  speedometers and charts including multimedia alerts to screen, E-mail
  or SMS based on thresholds

For more information please download below brochure

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