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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 monitoringIn 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 DashboardiPECS Report Plus provides business intelligence Dashboard, a web-based, 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 ReportiPECS 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 ClientAgent 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 managementWhether 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 allocationWhether 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 BillUtilize 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 billingWhether 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. - Documents
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