IP Contact Centre
IP Contact Centre (IPCC) offers a choice of hosted contact centre infrastructure to manage all your customer interactions, across multiple channels.
With IP Contact Centre, you can easily open new channels to market and improve your customer service, while reducing costs.
HOW IT WORKS
Cable&Wireless Worldwide IP Contact Centre platforms are based on industry standard platforms from leading vendors, to offer you the customer interaction channels you need. These can range from a voice only call centre, to multi-channel contact centres handling inbound and outbound voice calls, emails, web interactions such as text chat and page sharing, and automated transactions using speech recognition applications.
By using open standards, IP Contact Centre works with a range of third party call centre applications such as workforce management or voice recording, and can integrate with your existing customer databases and CRM system.
IP Contact Centre also supports legacy call centre platforms, ensuring you make the most of your existing investment while enjoying a smooth migration to a full IP-based infrastructure.
BENEFITS
As a virtual contact centre, hosted IP Contact Centre brings you key benefits: greater flexibility to add more channels, improved customer service, and reduced operating and capital costs.
IPCC helps you:
- handle interactions from one application
- transform customers’ experience with new channels – web, IM and email are fully integrated with existing voice queues
- offer self-service and assisted service options
- manage all your customer contacts across multiple channels
- integrate other applications, such as CRM and workforce management
- replace multiple sources of information with centralised management reporting
- place agents in any location, and route to the best qualified agents
- only pay for the number of agents you use each month, and maximise agents’ selling time
- use collaboration tools to connect your front and back offices
- deal with peak demand effectively
- reduce costs by consolidating your site-based infrastructure
- expand how and when you want to.
