TaaS – Contact Centre

Contact Centre TaaS offerings

Intelligent Call Routing

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Key to the success of any Contact Centre is the ability to professionally handle and manage customer communications, delivering them efficiently to the most appropriate Agent.

Queue Management

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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.

Mobility

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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.

Agent Routing

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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.

Call Recording

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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 and encrypted before being stored on the Call Recording server. Access and retrieval for approved personnel is then managed via an IPFX Client.

CRM Integration

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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.

Custom Survey

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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.

Value added benefits

IPFX’s Contact Centre includes all the advanced features you would expect from a state-of-the-art solution, plus many additional features unique to IPFX. With IPFX Contact Centre, queues are able to support any combination of Agents with varying skill sets – ensuring that calls are delivered to the most appropriate Agent.

A key benefit of the IPFX Contact Centre is its ability to integrate with IPFX  Communications; the commonality of components of both solutions allows an organization to leverage spend in areas such as communication platform and data infrastructure.

Effective Contact Centres assist business by efficiently managing resources to enhance customer relationships while keeping overhead costs low.

IPFX Contact Centre runs on a single server to enable a high level of flexibility and manageability with a lower total cost of ownership. Ultimately, IPFX Contact Centre is one of the most user-friendly, dynamic, scalable, feature-rich solutions available. This is particularly important when call volumes are unpredictable or external events impact on Contact Centre planning.

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