IPFX Unified Contact Centre, through its Microsoft Windows-based user interface, allows Supervisors to set up rules for handling unusual events. This means that events such as seasonal changes, customer contact peaks, and staff disruptions can have rules pre-set to efficiently manage them by dynamically adjusting queue properties.
Supervisors can adapt queue details internally so the most appropriate staff are available to meet varying communication needs. Call routing can be managed via Skill based routing, number of calls queuing, queuing time or preferred agent routing for repeat callers.
The system has been set-up so Martin will only receive calls if there are three or more calls waiting, or they have queued for longer than ten seconds. David Blackwood, a new staff member, has been allocated a low skill level to ensure he is one of the last Agents in the queue to receive enquiries; you can see that calls are only delivered to David if they have queued for longer than fifteen seconds or if there are five or more unanswered calls in the queue.
IPFX Mobility enables mobile phone users to enjoy the many benefits of IPFX Unified Communications including advanced features such as Presence and voicemail (with Presence-based greetings) that previously were only available to desk phone users.
IPFX Mobility allows Supervisors to manage the Unified Contact Centre from beyond the confines of the office. Supervisors can use IPFX Mobility to remotely check the status of the Unified Contact Centre and need not be anchored to the office in order to perform their duties.
Enables preferential callers to be identified by their phone number/account number and sent to VIP groups for special attention. This module also enables virtual account management processes where callers can build relationships with specific Agents and automatically be transferred to them whenever possible.
IPFX Unified Contact Centre can be configured to use Caller Line ID or customer number information to route customer calls to specific Agents. If a customer makes a follow-up call within a predetermined period, their call will automatically be diverted to the last Agent they spoke with. To ensure prompt handling, the call will be delivered to the next available Agent if the call queues for longer than 10 seconds.
Many organisations today have the requirement to record phone calls – either for regulatory or for staff training requirements.
IPFX’s Call Recording solution is designed and developed by IPFX to integrate tightly into IPFX Unified Communications and Unified Contact Centre deployments. Calls are recorded onto the call recording server and then subsequently archived onto alternate storage media. The calls may then be retrieved as required by approved users.
Call Recording can be a critical function and IPFX has years of experience of designing and deploying call recording solutions.
IPFX CRM Integration allows IPFX for Outlook users to access Microsoft CRM (Customer Relationship Management) information from an incoming call and to directly dial out from a CRM contact screen.
IPFX can enable on-going synchronisation between your Active Directory environment by using the IPFX CTI Server and IPFX Microsoft CRM plug-in, Salesforce and other CRM’s (please contact your IPFX Solutions Consultant for a list). Users can dial records automatically by clicking on the relevant fields within the CRM. This capability increases employee productivity and improves customer service by giving the user immediate access to data during the incoming or outgoing call.
Every business wants to retain its customers – but did you know, research has shown that it costs five times more to attract a new customer than it does to retain a current one? With that kind of money at stake, it makes sense to make a low-cost investment in a customer survey.
Unhappy customers mean lost profits and reputation; so listening to your customers can be vital to good business. By receiving feedback directly from your customers, you can better identify and fix problems before customers decide to take their business elsewhere.
Customer surveys are essential for any company that is committed to customer retention. With this in mind, IPFX has designed an effective customer survey product that enables you to see how your customers feel about the product and services you provide. Not only are customer surveys quick and inexpensive to produce, they are also guaranteed to yield invaluable results, develop customer loyalty and increase long-term profitability.