 Your organisation may not have an official call centre with high levels of calls, but most organisations do have groups of employees for whom making or receiving calls uses a large proportion of their time.
Technologies have progressed since call centres first developed and many now handle other forms of communications within their daily routines and are referred to as contact or service centres. These often take enquiries in the form of emails, letters, faxes or even live text conversations in addition to telephone calls.
The IPECS Platform is a robust and feature rich solution for most types of service centres and may help to improve productivity, increase customer satisfaction levels and provide you with the information you need to improve your organisations' efficiency:
 Intelligent Call Distribution
From basic direct call routing to advanced Caller ID based routing, the IPECS handles your important customer calls quickly and efficiently. Programmable hunt groups let you define how best to handle customer calls. Ring multiple phones at one time in a Ring group or set-up a basic Call Centre using ACD (Automatic Call Distribution). Assign an ACD Supervisor to monitor the real-time status of the group from their Digital or IP phone display, act to oversee and assist group agents and activate alternative routing during high volume call periods. Agents login from any available phone. ACD statistics report basic group and agent performance on-demand or at regular intervals. Applying Caller Controlled Routing, callers can route through a multi-level menu of recorded announcements to refine the call routing. The advanced call routing algorithms even allow you to route incoming calls based on the Caller ID. Use Caller ID routing to further separate incoming calls. Calls from that large account can be sent to the account team or route calls based on regional origin, language or time-of-day. Once the call is answered, users can easily process the call ; place the call on hold, transfer the call or even set-up a conference call with a press of a button. Users no longer need to worry about losing the call with the simple call handling operation of IPECS terminals. # With advanced features such as Station ICR, you define how to manage your incoming calls. Define call routing scenarios to forward calls using time, date, day of week, even caller id to specific destinations all through the IPECS Web Station Program User portal. Incoming calls are compared to the scenarios and the call is routed based on the highest priority matching scenario. Position in Queue Announcements IPECS Call Servers employ a method to alert callers to their position in a queue (this can be disabled if required) so callers queuing are given information about their position in the queue, which has been proven to decrease frustration at being on hold. The Announcement will alert the caller with "Your call is number xx in the Queue". Internal callers will also be shown their queue position in the display of the handset (on supported models. Service level warning events The IPECS ACD system actively monitors the number of callers which are held in a queue and call volume thresholds can be configured to alert managers to events within the service centre, allowing you to easily take corrective action and meet service level targets. These alerts can either be shown on the managers phone or a pre-set announcement can be played to selected phones automatically through the speaker phone. This announcement can even be played on remote phones or the Phontage PC (or PDA) softphone, alerting off-site managers to spikes in call volume. Service Centre Applications The IPECS is capable of integrating with your computer systems using the international TAPI standard as well as offering its own Application Interface Messaging (AIM) which extends the range of IPECS features software can access. Learn more about IPECS applications | 