IP Contact Center - Greenfield Package

Promote efficiency and develop strong, loyal customer relations with IP Contact Center, contact management software, which extends the functionality of other FrontRange software products by making them accessible over the telephone. Designed with small to medium-sized and distributed enterprises in mind, IP Contact Center provides a contact management system which gives growing businesses the flexibility to compete with larger industry players.

 Key Benefits

• Increase customer retention and loyalty by dramatically shortening call wait times
• Reduce operating costs by eliminating the need for complex integration work 
• Add features to fit your company’s needs as it grows
• Route customers to the right agent the first time
• Monitor, measure, and manage call times

Features

• IP-based contact management software solution - Leverage your existing infrastructure to reduce your overall cost of ownership.
• Real-time and historical reporting - View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard. 
• Agent dashboard - Drive higher volumes of calls per agent by making it easier to deploy, support, and change in any environment.
• Advanced skills-based routing - Improve customer satisfaction by ensuring the appropriate agent handles each call with skills-based and data-directed routing rules.
• Virtual agent - Reduce mundane call center duties and increase job satisfaction by using this contact management software to automate tasks, while also giving customers the option to talk to a valued staff member at any time.
• Web-based software application builder - Change the messaging to your customers or adjust call routing options with this easy-to-use GUI application.
• Integration with business applications - Seamlessly integrate IPCC with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.

System Requirements

• SIP Hardware 
  RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
  RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
  
• Computer Hardware
  CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
  512 MB RAM
  2GB HDD
  XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
  100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
  
• Required Software
  Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
  TCP/IP configuration (domain membership is recommended, but is not required)
  Internet Explorer® 6.0 or higher
  
• Optional Software
  SAPI5-compliant Text-to-Speech (TTS) engine(s)
  ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
  See the checklist for information regarding installation of optional software