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Contact Center

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iPECS CCS
Smart All-in-one, Smart Customer Service
iPECS Contact Center Suite is a multi-channel Contact Center solutions package for SMB. Its multiple channels in comprehensive all-in-one solution provide seamless connections for your smart customer services.



Ericsson-LG Enterprise branded IP Contact Center Solution
As the Ericsson-LG Enterprise contact center solution, the iPECS CCS has seamless and tighter integration with iPECS-LIK and iPECS-CM. In addition, with valuable packaging with other Ericsson-LG Enterprise applications, your contact center agents and staff are able to fully utilize the benefits of Unified Communications, mobility or other performance enhancement applications.

Single, All-in-one Platform
• Managing telephone, E-mails, faxes, SMS, web call back, call-back in queue, Web chat, Social Networking
• Different rules for each media or channel
• Virtual server support for multi-functional servers
• Agent use the same iPECS CCS DESK agent for multi-media call handling

Cost Control
• Modular architecture for flexible, scalable and cost effective configuration based on the requirement 
• Cost effective bundles for initial installation 
• Easy addition of modularized functions in options
• Lower TCO
› No need additional server for cards
› Use HMP(Host Media Processing), no dialogic card
• Less maintenance with no hardware and less servers
• Prompt respond and real time business rule change with easy self creating Call Flow Design tool 
• Easy and intuitive tools reduce training cost
• Self service automation reduces bottom line cost

Simple and easy to use
• CFD(Call Flow Design) for business process set up provides pre-defined best practice Call Flow Sample, simple drag and drop tool, and real time changes without needing to learn complex administration or script.
• Easy project management for customers & partners allows company to develop its own templates, and faster implement and reduce chance of error.
• Drag & drop call control
• Flexible and intuitive Dash board and reports
• Messenger type of CCS Desk agent

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iPECS Report Plus
Simple and Efficient Contact Center Solution, iPECS REPORT PLUS
iPECS Report Plus business reporting module delivers historic and current information on a company’s business communications, supporting better analysis and decision making. All businesses need to live by the laws of efficiency, speed and great customer service. iPECS Report Plus covers all businesses, from large to small, depending on the customer’s needs. Creating exceptional value with the highest effectiveness is the goal and it is through ensuring performance that businesses can ensure they meet these critical benchmarks.

Service and performance monitoring
In today’s fast moving, service oriented environment, providing customer service and managing resources efficiently are key objectives. iPECS Report Plus provides an intuitive tool to monitor customer service and the operational performance of your business. You can easily check and analyze if your level of service and staffing are adequate, resulting in better business planning.

Business Intelligence Dashboard
iPECS Report Plus provides business intelligence Dashboard, real time dashboard screen and threshold alerting service that is user configurable. Whether you need telephone Call Accounting statistics, or Contact Center real time information for a wallboard, iPECS Report Plus dashboard has the answer. A user-configurable interface that lets you control what you want to see. You design your own business intelligence center and then create thresholds and targets. It gives you complete control on how you are alerted when those targets are reached.

Built-in ACD and ACD Report
iPECS Report Plus gathers ACD information from the call servers built-in ACD. As ACD information is built-in, every call is distributed automatically based on call information. The key feature of built-in ACD is agent monitoring and reporting. Managers can get agent’s status, break time, number of calls etc. Statistics of agent’s activity are provided with a diverse report format. Managers can get a report from the web and also through the Dashboard. Efficient monitoring and fast decision making are possible utilizing the ACD information provided to managers through the dashboard.

Agent Web Client
Agent Web Client is web based tools for agent reporting and performance review. Users can easily login/out without inputting a code using a desk phone. After a one-time login, a user can connect his/her desk phone to the contact center system. Once a user is logged into the system, the presence is integrated between the Agent Web Client and the desk phone. Managers can easily monitor real time ACD agent statuses and history. Agent statistics are provided as a ticker-tape, pie and bar chart. Through client statistics a manger can easily manage an agent group for business productivity.

Contact Center management
Whether you manage an inbound or combination contact center, monitoring resources, evaluating performance and cost is paramount. iPECS Report Plus provides an advanced range of features to meet Contact Center needs, from agent productivity & activity reporting to cost allocation and billing of services.

Billing and Cost allocation
Whether you manage an inbound or combination contact center, monitoring resources, evaluating performance and cost is paramount. iPECS Report Plus provides an advanced range of features to meet Contact Center needs, from agent productivity & activity reporting to cost allocation and billing of services.

Check your Telecom Bill
Utilize account code capability to identify and track individual calls back to a central account for services billing and reporting. With this function, iPECS Report Plus can report accountability of costs back to their respective divisions. Companies can allocate costs to teams or divisions for an internal charge-back of company costs.


Account Code for project / item billing
Whether you manage an inbound or combination contact center, monitoring resources, evaluating performance and cost is paramount. iPECS Report Plus provides an advanced range of features to meet Contact Center needs, from agent productivity & activity reporting to cost allocation and billing of services.