Multi-Media Agent Desktop
Intervoice IP Contact Center (IPCC) Desktop provides a single, consistent desktop interface with a unified view of voice, e-mail, and web contacts. Features include:
- Pop-up windows enable immediate focus on customer information
- Automatic activation of system features and application windows appropriate to the customer contact media type
- Seamless transition across media types
- Easy collaboration between agents
IPCC Desktop includes a set of universal tools for handling all types of media, including a soft phone on the desktop - no separate, proprietary phone set is required. Your agents can use high-fidelity, digital USB headsets connected directly to the PC to communicate with your customers. Remote agents can use IPCC Desktop with their existing home or PBX infrastructure without any requirement for a proprietary phone set, phone set interface appliance or switch integration.
IPCC Desktop also includes Shutters™, an agent desktop management tool. Shutters controls when and where certain application windows appear on the computer screen, automatically opening windows to a pre-configured size and position on the desktop. Simultaneously, other managed applications will be minimized. This window behavior enables your agents to immediately focus on their current task rather than wasting time managing overlapping windows on the desktop.
As a single multi-media application with an intuitive graphical interface, IPCC Desktop helps your agents transition seamlessly across media types with familiar icons, well laid-out task flows, and consistent placement of application windows. The IPCC system will automatically activate the system features and application windows appropriate to the media type. Other IPCC Desktop features help your agents perform their day-today tasks more efficiently and make it easier for them to collaborate with other agents.