IPFX Unified Contact Centre

Overview

IPFX's Unified Contact Centre includes all the advanced features you would expect from a state-of-the-art solution, plus many additional features unique to IPFX. With IPFX Unified Contact Centre, queues are able to support any combination of Agents with varying skill sets - ensuring that calls are delivered to the most appropriate Agent.

A key benefit of the IPFX Unified Contact Centre is its ability to integrate with IPFX Unified Communications; the commonality of components of both solutions allows an organisation to leverage spend in areas such as communication platform and data infrastructure.

Effective Unified Contact Centres assist business by efficiently managing resources to enhance customer relationships while keeping overhead costs low. IPFX Unified Contact Centre runs on a single server to enable a high level of flexibility and manageability with a lower total cost of ownership. Ultimately, IPFX Unified Contact Centre is one of the most user-friendly, dynamic, scalable, feature-rich solutions available. This is particularly important when call volumes are unpredictable or external events impact on Unified Contact Centre planning.

IPFX Unified Contact Centre can make call routing decisions from a system wide perspective, taking into consideration the available resources and skills across all sites before directing a call. This avoids wasted call diverts and frustrated customers. IPFX Unified Contact Centre can support Agents working from home, or from temporary locations, and provides real-time, centralised reporting and visibility regardless of Agent location. IPFX can also facilitate multi-tenanting so that an organisation can host more than one Unified Contact Centre on a system with each remaining private from the other. Multi-tenanting is particularly useful with companies that have multiple subsidiary Contact Centres.