Management and Reporting
Intervoice IP Contact Center (IPCC) offers compelling advantages over traditional, circuit-based automatic call distribution (ACD) switches for generating data and presenting management information.
Unlike traditional ACDs, which require separate workflows for each media channel, separate systems for each site and separate databases to track contacts and user-related information, IPCC is a software application that delivers voice, e-mail, fax, and Web collaboration sessions-and the data associated with them-over a single network to a centralized database.
This unified IP-based architecture enables the centralized collection and consolidation of real-time and historical data seamlessly across sites and media types. And, because Intervoice IPCC is a network-based application, everyone in your organization can have access to the data they need to see via a single interface from any location on the network.
Intervoice IPCC delivers an unmatched set of customer contact center reports and real-time statistics for managing customer service levels, costs, and personnel. The system provides 45 standard reports and allows you to easily create custom contact center reports.
Our approach makes it easier to distill your comprehensive management information needed to support strategic planning, forecasting, and day-to-day operations:
- Business managers can use the comprehensive management information to track historical trends for specific product lines and to react to daily fluctuations in customer contact volumes associated with business programs.
- Operation managers can use the information to determine staffing levels, reallocate resources in response to customer demand, monitor agent productivity, and evaluate service-level objectives.
- System administrators can use the information to monitor alerts, system-level component status, and trunk usage information across sites.
