Compact Contact Center (CCC) is the next-generation contact center solution for small and medium enterprises, providing managers with both historical reports, and real-time view of the contact center activity. Tightly integrated with the whole of the IP Office portfolio, CCC has been designed to allow organizations to manage their customer facing department or contact center effectively and improve customer service.
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Scaling from 5 to 75 agents, IP Office CCC offers the ability for contact centers and customer-facing departments of all sizes to benefit from the advantages of measuring key performance indicators. By reducing the average duration of each call, major efficiency gains can be made, typically resulting in a pay-back period of only a few months.
By focusing on management by exception, CCC enables busy managers and supervisors to concentrate on other aspects of their responsibilities. Call Center View does the work and only informs the supervisor when a problem has or is about to occur. The comprehensive and highly professional graphical reports can be run over any period of time, and provide a detailed view of all contact center activity. The wallboard facility enables both fixed wallboards and pc-based wallboards to be deployed within the business, allowing managers to issue motivational and informational messages where they are most needed.
CCC offers a full and comprehensive solution to the customer contact needs of small and medium-sized enterprises, by providing high-end contact center functionality, whilst retaining the ease of use and configuration that SME customers demand.
Compact Business Center is an entry-level management tool for small customer facing departments. It provides simple real-time and historical analysis for organizations who do business over the phone. Providing real-time graphs on up to three departments or hunt groups, and the entire system, managers can quickly what improvements might be made to improve their customer service.
Aimed at small customer-facing departments, the CBC allows managers to quickly and easily identify any bottlenecks within the telephone system. The product is aimed at any business that deals with customers over the phone - from credit control through to lead generation. It provides graphs on real-time and historical information (up to 2 days) for up to three groups, as well as system-wide information on the operation of the system as a whole, and provides information of key business performance indicators, like lost calls, trunks free, agents free and queuing time.
Statistics can be further split into two categories i.e. incoming and outgoing calls. These figures can be displayed permanently both in a numerical format and as a percentage of the total calls (either inbound or outbound). The last 31 days of call activity is archived, allowing historical analysis of call volumes and key performance indicators, as well as allowing managers to compare performance today with previous days. Data is stored in a CSV format enabling the export of the data into a reporting application that supports the CSV format e.g. Microsoft Excel. This means that customers can use any reporting package they wish to, and are not constrained in the analysis of their data
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