IP Contact Center
Increase Customer Loyalty, Decrease Costs learn more

Promote efficiency and develop strong, loyal customer relations with IP Contact Center (IPCC). Designed with small to medium-sized and distributed enterprises in mind, IP Contact Center gives growing businesses the flexibility to compete with larger industry players.

Key Benefits

• Increase customer retention and loyalty
• Reduce operating costs
• Drive new business and revenue
• Reduce complexity
• Monitor, measure, and manage call times

• IP-based 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 skill-based and data-directed routing rules.
• Virtual agent - Reduce mundane call center duties and increase job satisfaction by automating tasks, while still giving customers the option to talk to a valued staff member at any time.
• Web-based application builder - Change the messaging to your customers or change 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.

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