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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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