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• FrontRange Solutions
  • Service Desk
    • HEAT
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    • GoldMine® Premium Edition
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  • IT Service Management
    • IT Service Management (ITSM)
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    • enteo
  • Infrastructure Management - Inventory Management
  • Voice Call Center
    • IP Call Center Management (IPCM)
      
      
• newScale Service Catalog Foundation
  
  
• SS&C
  • SKYLINE 2008

Voice Call Center

IP Call Center Management (IPCM)

Organizations are increasingly under pressure to provide 24/7 availability, as well as find innovative ways to sell and support products and services – all at a minimal cost. The FrontRange IP Contact Center system improves customer relations cost-effectively, optimizes contact center productivity, and provides the flexibility your business needs as it grows.

Promote efficiency and develop strong, loyal customer relations with IP Contact Center. 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.

The IP Contact Center system features:

• 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.

Available modules include:

• Quality Management – Reduce the high cost of escalations and retain and gain customers with Quality Management, a tool for monitoring and training agents to deliver superior quality customer service.
• Unified Messaging – Keep communication open wherever you are and whatever the resources with Unified Messaging. Your high-value, third-level employees and mobile staff members can retrieve voicemail via email and email via phone.

 

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Copyright 2008