IP Contact Center Features

Intervoice IP Contact Center (IPCC) is a total IP-based contact center system. With IPCC you can deliver a new level of system reliability while leveraging existing enterprise network investments and an unbeatable feature set that includes:

  • Enterprise Routing Architecture (ERA). This distributed architecture of IPCC is a patented, breakthrough approach to delivering a scalable solution that also meets the requirements for mission-critical reliability in your customer contact center.
  • Dynamic Queue Control. A desktop tool within Intervoice IPCC, Dynamic Queue Control dynamically changes the scores applied to contact attributes that in-turn determine the priority for handling the contact. Business managers can affect handling priorities on the fly to react immediately to rapidly changing business conditions.
  • Built-in CTI. For an IP-based system built on one network and one platform, traditional CTI applications such as screen pop and data-directed call routing can be easily rolled out. IPCC can be quickly configured to interface with databases including CRM databases.
  • Automatic Call Redirect. Intervoice IPCC automatically detects an interruption in the call and redirects the call to the next available agent with the best skills to handle the call. This assures that every contact is completed. All information collected previously on the call is also redirected with the call to the agent simultaneously.
  • Golden Spare. You only need this one server in inventory as a replacement for the multiple application and media servers that make up the Intervoice IPCC system. The Golden Spare has software pre-loaded and is designed to configure itself as the server that is offline.
  • Shutters™. Every agent desktop is equipped with Shutters, a desktop application management feature. Shutters controls the delivery and placement of applications presented to the agent desktop. This feature dramatically improves agent productivity during contact handling, generating agent productivity gains of 22-30% for our clients.