Today’s contact center is under evolution both in customer service and solution architecture. The solution must be highly scalable, fully featured and enabling customer interactions across multiple channels in a single platform. To address these changes, contact center should adopt new modes of communication including social media, e-mail and chat as well as traditional IP telephony and IVR environment, which can enhance the customer experiences.
The iPECS contact center solution is to help companies deliver optimal customer service with the right resources meeting the customers' needs. It enables various and advanced routing via multi-channel queuing for all customer interactions. It will increase contact center productivity, which generates customer satisfaction and loyalty. In addtion, iPECS provides contact center platform which is a single platform solution to support various functionalities. Its software-based architecture enables to deploy all the functions in a single platform, and provides a comprehensive service.
The new media driven by the new generation should be adopted to the contact center. Social media including Facebook and Twitter are now integrated to your contact center as well as web-chat and e-mail services, which reduces the waiting time and call drop ratio and increases customer satisfaction and your staff productivity. By providing API to interface with comprehensive business applications, your contact center can utilize communication enabled business process.