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Key Benefits
 Increase customer
retention and loyalty by dramatically shortening call wait times
Reduce operating
costs by eliminating the need for complex integration work
Add features to
fit your company’s needs as it grows
Route customers
to the right agent the first time
Monitor, measure,
and manage call times
Features
IP-based solution - Leverage your existing infrastructure
to reduce your overall cost of ownership.
Real-time and historical reporting - View real-time
data and tap into 40 pre-built historical reports through an easy-to-use
graphical dashboard.
Agent dashboard - Drive higher volumes of calls per agent
by making it easier to deploy, support, and change in any environment.
Advanced skills-based routing - Improve customer
satisfaction by ensuring the appropriate agent handles each call with
skills-based and data-directed routing rules.
Virtual agent - Reduce mundane call center duties and
increase job satisfaction by automating tasks, while also giving customers
the option to talk to a valued staff member at any time.
Web-based application builder - Change the
messaging to your customers or adjust call routing options with this
easy-to-use GUI application.
Integration with business applications - Seamlessly integrate
IPCC with front- and back-end applications such as GoldMine® and HEAT® as
well as other CRM, service management, and ERP systems.
System Requirements
SIP Hardware
RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is
used
Computer Hardware
CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for
simple audiotex-like applications on 96 channels;
scaling is fairly linear
512 MB RAM
2GB HDD
XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
100-MBit LAN card and 100MBit switched LAN (or vLAN)
with TCP/IP network participation is required
Required Software
Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003
Server
TCP/IP configuration (domain membership is recommended, but is not
required)
Internet Explorer® 6.0 or higher
Optional Software
SAPI5-compliant Text-to-Speech (TTS) engine(s)
ScanSoft SpeechPearl®
8.0 Automatic Speech Recognition (ASR) engine
See the checklist for information regarding installation of optional
software
For more information, contact your authorized
FrontRange Solutions Partner, TSI Technology
Group, Inc. at 800.359.8463.
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