Intelligent Multi-channel IP Contact Center, iPECS CCS Q
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Your Communications Solution
Intelligent Multi-channel IP
Contact Center, iPECS CCS Q
iPECS CCS Q manages your customer enquiries more efficiently whether by phone,
e-mail, text, web chat, or even Facebook and Twitter. The flexible and easy call flow and
business process design tool make your Customer Service and Multi-channel contact
management simple.
All-in-one multi-channel contact a specific service or business function, CCS Q Multi-Media communications
center solution can help manage inbound call routing and call Let customers communicate how they want, CCS
iPECS CCS Q is the most affordable profes- queue requirements improving the experience Q will manage E-mails, faxes, SMS, web call back,
sional Customer Service and Inbound Multi- for your customers and your own people call-back in queue, Web chat and more
Media Management & Reporting system for any
business. CCS Q provides your business with The Possibilities are endless - Social Media integration
the means to route and manage your customers give your customers options Twitter and Facebook are increasingly becoming
and provide them options on how they want to and/or automate your ability to part of the commercial landscape and business-
contact your staff, in the best possible way. CCS service them better es need ways to manage staff and meet their
Q offers powerful Skills Based Routing and Au- iPECS CCS Q allows for a range of routing pos- services quality - add CCS Social to manage
tomatic Call Distribution with variable Announce- sibilities that allow your customers to choose your customers Social Media dialogue with you
ment Management options that provide your how they contact you rather than just leaving
business with state-of-the-art Contact Center them in queues – route to other groups, leave Smart agent desktop
Technology. Agents can log in and out of CCS Q voice mail, transfer overflows to other offices, CRM integration, Click to dial and answer, pres-
and all the data from queues, traffic and agents employ skill-based routing to the best trained ence, messaging, drag and drop call control,
is logged and reported on by CCS Report. It team members, or even let them hang up but online call information and much more
can be shown to your team in real time with keep their position in your queue and you call
our Business Intelligence Dashboard, providing them back. And with CCS Q’s multi-media Business Intelligence reporting
businesses a powerful and integrated solution options handle E-mails, texts, Facebook and Smart Dashboards, Web browser Reporting,
that can grow as you grow. Twitter requests in the same way as you would automated E-mailing of reports. Powerful filters
handle a voice call providing your customers and over 150 reports covering traffic analysis,
Performance & Results monitoring with the options that they deserve. grade of service, agents performance and more
iPECS CCS Report is integrated with CCS Q
providing powerful reports for your inbound cus- Call-Flow Designer Outbound & Tele-marketing
tomer service channels and individual and team Our simple drag and drop tool for designing the Whether you have a part-time Tele-Marketing
performance. Review resources you have to see call flows for your business—make changes requirement or you are a full time Outbound Call
that business targets are being achieved. With anytime without needing to learn complex Center, add CCS Call for Preview, Progressive
a well designed routing and agent plan you can software and rules. & Pre-Emptive modes at affordable prices
analyze important information on your business.
Ensure auditing and compliance guidelines are Workflow engine
being met with complete history of all calls and Set the rules and best practices and let CCS Q
activities. do the rest. Skills based routing, powerful over-
flow rules, automated options for callers. Next generation multi-
Professionally manage one of your channel solutions make
most important business needs - Business process automation
your customers calling you Powerful rules and workflows together with the your contact center simple
Your customers calling you whether you are a CCS Software Development & API Kits enable and powerful.
formal call center managing inbound calls or tight integration to your business processes and
an informal call group that collectively provides technologies.
Features
• Real-Time Administration Interface: with live agent details and statistics • Configurable Completion & Wrap Up Codes: giving management vis-
• Range of ACD Queue Management Call Distribution Mode ibility over what has occurred on each call
• Real-Time agent management and queue management • Configurable Agent break-out Codes: report on your agent’s time
• Skills-Based Routing: enables your highest priority callers to be con- • Optional Call-Back in Queue Module: so your customers can hang up
nected with the best qualified agent. but maintain their position in the queue.
• Configurable Announcement Manager: easily customize the announce- • Optional CCS Call Module for Tele-Marketing call blending so one agent
ments your customers hear while holding. can manage both in-coming and out-going calls
• Auto-Attendant: with estimated wait time and position in queue • IVR Automated Response: Add CCS IVR and offer your customers au-
• Queue Priority and Overflow Management tomated services on-line via telephone 24 hours a day, without operator
• Drag and Drop Agents and Callers: giving you the simplest and greatest involvement taking care of transactions and services that do not require
control over the call personal interaction
• Configurable Threshold alarms: so KPI’s are managed and not exceeded • Voice Recording: Add CCS Record for many businesses recording tel-
• Database/CRM Integration: use an out of the box configuration or our ephone calls is a necessity - Record All, On Demand or Random, inte-
API gateway to program your own grated with CCS Report, CCS Record can also store the recordings in
• Integrated Reporting over 200 Reports your CRM
SCREEN DISPLAY FOR iPECS®CCS DESK CALL FLOW DESIGNER
1 CCS Desk options that can be
CCS DESK
shown or hidden
1 by clicking the icon:
My Status
Jack 9801
Talking Duration 00:00:11 Busy Outgoing
Active Call
Teams
Ben Adams CCS SMS
Fincom History of calls
55548767
SMS and voice recordings
Transferred from Jack ( 9877 )
Conferenced Duration 00:16:17 Speed Dials.
2
2 My Status screen where a user
Ben Adams 9803 Conferenced 00:00:23
Ta l k i n g 00:00:06 can update their presence. This
also gets updated automatically
when on a phone call or break
3
3 Conference screen
Ben Adams Busy Incoming
4 My Team, ability to assign agents
Bruce Jhonson Free
Chris Skywalker
to your team and see their pre-
Break( Priority Ta..
Queues sence at a glance. Easy double
4
click to call, calendar presence
and alert me when free
Related ERICSSON-LG iPECS CCS Modules Minimum PC requirement :
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Report: Call Accounting & Business Intelligence Reporting • Hard Disk: 80 GB Minimum ( installation )
• CCS IVR: Intelligent Interactive Voice Response (IVR) • OS: Windows 7 or Windows 2008 Server
• Display: XGA 1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution
All-in-one Agent Client,
iPECS CCS DESK
iPECS CCS Desk links your most important tools - the PC, inbound and outbound telephony control
and internet media. Your contact centers can create advanced business efficiencies with simple
and easy to handle and manage mutli-channel contacts and with inbuilt CRM integration.
Link your most important contacts – if you don’t get through the name Business Benefits
business tools of the person and their number is listed in the • Improved staff capability for better service
iPECS CCS Desk link your most important re-dial list for recall. • Increased productivity without needing to
business tools such as PC, telephone and change interfaces between media
internet and create advanced service man- The first steps of your Contact • Better call management
agement and business efficiencies with CCS Center • Improved workflow, presence management
Desk’s inbuilt CRM integration interface. CCS CCS Desk provides powerful contact center and communication
Desk can be used standalone or integrated to type features that you can grow with – in- • Transparency of information across the busi-
Outlook, Customer Relationship Management tegrating with CCS Report for full business ness
System (CRM) or Database, Microsoft Access reporting on CCS Desk. Users dial from
and many other Windows Based applica- anywhere in Windows - just right click on any
tions. You can even just highlight any number number in your PC desktop - whether it be an
in Windows and Right-Click to Dial, it’s that E-mail, web page or Word document - and
easy! All standard telephone controls such as then select ‘Yes’ to Dial.
answer, hold, re-dial, conference and transfer
are now easier and in fact better supported it
Screen Pop on incoming call
can be done right from your PC. CCS Desk
Integrate CCS Desk to your customer data-
also provides advanced functionality for use
base and have the correct customer details
in businesses, such as a real time manage-
automatically ‘popped’ to your screen when
ment screen for the Administrator, configu-
you are receiving incoming calls.
rable break types to indicate individual user
‘presence status’ and optional voice recording
functionality, utilizing the CCS Record voice Drag and Drop Telephony con-
recording option module. trols from your desktop
Answer, Hold, Retrieve, Transfer, Confer-
Manage your telephone calls ence, Speed Dial, Re-Dial and more, all
easier available from your PC screen - no more try-
Click-to-Dial - Set up CCS Desk with your cus- ing to remember complex keypad codes and
tomer database and simply click to dial your faster respond to customers requests
Features
• All Telephony controls from your desktop • CCS Desk is modular : from personal tool to Business Communica-
• Click to Dial • Screen Pop on incoming call tions or Call Center agent module
• Built-in Database & CRM integration: GoldMine, ACT!, Salesforce. • CCS Desk becomes the log-in, break-out manager, wall
com, Microsoft Dynamics CRM, Microsoft Outlook CRM, Microsoft Ac- board and completion and account code entry point
cess, SalesLogix, Maximizer and SugarCRM • Log-in to CCS Q for inbound queue management
• Compatible with most CRM and customer database with API • Log-in to CCS Call to join a CCS Call Tele-Marketing Campaign
• Log history to your CRM • All team activities and performance records are stored
• Review staff and colleagues status with CCS Desk ‘presence’ man- directly to CCS Report for reporting and analysis
agement • Record calls on demand, all calls or randomly with CCS
• Manage your calls with speed dials, re-dial, missed call and received Desk with optional CCS Record module
call lists • Optional - Integrated Reporting, Analysis and Billing with
• DDS Desk Manager provides a powerful tool for administration and CCS Report
overview of the CCS Desk • Optional - Integration to SMS with CCS SMS
SCREEN DISPLAY FOR iPECS CCS DESK
CCS DESK
1 CCS Desk options that can be shown or
hidden by clicking the icon:
1
My Status
Jack 9801 Active Call
Talking Duration 00:00:11 Busy Outgoing
Teams
CCS SMS
Ben Adams
Fincom History of calls
55548767
Search facility
Transferred from Jack ( 9877 )
Conferenced Duration 00:16:17 Speed Dials.
2
2 My Status screen where a user can update their presence. This
Conferenced 00:00:23
Ben Adams 9803 also gets updated automatically when on a phone call or break
Ta l k i n g 00:00:06
3 Conference screen
3
4 My Team, ability to assign agents to your team and see their presence at a
Ben Adams Busy Incoming glance. Easy double click to call, calendar presence and alert me when free
Bruce Jhonson Free
Chris Skywalker
5 Active call screen, screen popping of incoming/outgoing calls, enables
Break ( Priority Ta..
Queues drag and drop transfer features
4
6 Telephony desktop features enabling call functions on the desktop
SCREEN DISPLAY FOR ADMINISTRATOR OR SUPERVISOR
Related ERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Call: Multi-Media Outbound & Tele-Marketing Call Center
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Report: Call Accounting & Business Intelligence Reporting • Hard Disk: 80 GB Minimum ( installation )
• CCS Q: Multi-Media Contact Center • OS: Windows 7 or Windows 2008 Server
• CCS IVR: Intelligent Interactive Voice Response (IVR) • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution
Deliver Better Analysis,
iPECS CCS REPORT
iPECS CCS Report business reporting module delivers historic and current information
on a companies business communications, supporting better analysis and decision making.
All businesses need to live by the laws of efficiency, speed and great customer service.
Creating exceptional value with the highest effectiveness is the goal and it is through
measuring performance that businesses can ensure they meet these critical benchmarks.
Service and performance monitoring Review staff performance Account Code for project/item
In today’s fast moving, service oriented environ- Provide reports on team or individual perfor- billing
ment, providing customer service and manag- mance, from costs to activity reporting on how Utilize account code capability within your
ing resources efficiently are key objectives. Do many calls have been made or received. telephone system to identify and select individual
you have enough sales staff to take calls? Are calls back to a central account for services billing
there adequate service staff? Are telephones Contact Center management and reporting. With this function, CCS Report
being answered in a timely manner – or are you Whether you manage an inbound, outbound serve accountability of costs back to divisions.
losing customers and business? or combination contact center, monitoring Company can allocate costs to teams or divisions
iPECS CCS Report provides very intuitive tool resources and evaluating performance and for internal chargeback of company costs.
to monitor the customer service and operation costs is paramount. CCS Report provides
performance of the business. You can easily an advanced range of features to meet Business Benefits
check and analyze if your level of service and Contact Center needs, from sophisticated • Measure and improve staff efficiency,
staff are adequate and it results in business agent productivity & activity reporting to productivity & customer service
planning. cost allocation and billing of services. All • Better KPI management leading to enhanced
of this is supported by real time tools such contact center service levels
Business Intelligence Dashboard as CCS Desk manager and CCS Report • Increase profitability
iPECS CCS Report provides business intel- dashboard for proactive contact center • Decrease data mining tasks with historical cus-
ligence Dashboard, a web-based, real time management. tomer archives-quicker business resolutions
dashboard screen and threshold alerting ser- • More accountability by cost allocation
vice that is user configurable. When the CCS Billing and Cost allocation • Increase customer loyalty & satisfaction
Report is utilized in conjunction with iPECS The CCS Report charging modules help for • Manage billable services
CCS, your business is accessing the latest in billing and cost allocation by extension or to • Manage your key business metrics better by
technology solutions for business intelligence, division allocated by the Directory. It also pro- utilizing a configurable web based business
delivering real-time alerting as well as trend vides service bureau and billing functions with intelligence Dashboard with real time
reporting. complete reporting and service billing of func- indicators and alerts.
Whether you need telephone Call Accounting tions utilized and output directly to a bill report.
statistics, or Contact Center real time informa-
tion for a wallboard, CCS Report dashboard has Check your Telecom Bill iPECS CCS’s dynamic and
Have the means to check telecom bills against
the answer. A user-configurable interface that reliable reporting tool
lets you conrtol what you want to see. You de- your own data collected and ensure you are not
getting overcharged. Identify services that are
enables better analysis
sign your own business intelligence center and
then create thresholds and targets. It is simple no longer required. and quicker decision
to use and it gives you complete control on how making for your business.
you are alerted when those targets are reached.
Features
• Service or Performance Monitoring allowing you to better • Directory and Information Services
understand your business • Serial & IP call logging
• Powerful Business Reporting Suite for call reporting, analysis and • Over 200 powerful reports for system performance, service levels,
grades of service and agent/team evaluation
escalations
• Integration to other iPECS CCS modules & third party applications
• An easy to use Web based client
• Automatic Scheduling of reports to print, E-mail or file (CSV, PDF,
• SQL database architecture & SQL Reporting Services report archi-
Excel ): meaning you can set and regularly get your critical reports
tecture
• Self Configurable web Dashboards with real time graphs, speedom-
• Powerful Carrier Tariff interface - resulting in enterprise grade reporting eters and charts including multimedia alerts to screen, E-mail or SMS
• CCS Report is compatible with most telephony platforms based on thresholds
SCREEN DISPLAY FOR iPECS®CCS REPORT REAL-TIME STATISTICS AND ALERT MANAGEMENT CENTER
2
1
1 CCS Report screen, where you can create reports and save
them as a custom report, schedule reports to be E-mailed or
saved to the server file share.
2 Real time statistics and alert dashboard
EXAMPLE REPORTS
Related Ericsson-LG iPECS®CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Q: Multi-Media Contact Center • Hard Disk: 80 GB Minimum ( installation )
• CCS Call: Multi-Media Outbound & Tele-Marketing Call Center • OS: Windows 7 or Windows 2008 Server
• CCS IVR: Intelligent Interactive Voice Response (IVR) • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution
Multi Media Outbound Call
Solution, iPECS CCS CALL
iPECS CCS Call is the outbound Tele-Marketing & Call Center solution that revolutionizes
the way you do business. Its innovative software combines your telephone and information
technology, to deliver the best results from your telemarketing campaigns.
Manage your Campaign dates of marketing ‘washed’ lists. This will Enhanced customer relation-
Managing and measuring the performance of minimize the chance of calling customers on ships
your telemarketing and customer contacts is a the Do Not Call registers and potential regula- Enhance the quality of your customer relation-
business necessity. By deploying iPECS CCS tory fines. ships by increasing the effectiveness of your
Call, your business will minimize the cost of Customer Relationship Management Software
customer acquisition, retention and manage- Never dial the wrong number again (CRM). A CRM integrated with CCS Call allows
ment. Using the latest advancements in CCS iPECS CCS automated dialing method’s mean your staff to see the history of your calls in
Desk, managers can now start and stop your staff need never dial a wrong number CRM and enable ‘click to dial’ functionality from
telemarketing campaigns at a push of a button again. The campaign dialing methods of CCS your CRM contacts. CCS Call immediately
and measure a campaign’s effectiveness in Call allow three different automated dialing integrates with the world’s most popular CRMs
real-time at a glance of a screen. Customers modes Preview’, ‘Progressive’ and ‘Preemp- and with our API you may be able to integrate
can be set to be automatically called back if tive’. Two other manual methods include ‘click your existing CRM, to deliver a better cus-
the first attempt was unsuccessful and CCS to dial’ and ‘Copy to dial’. This computer aided tomer experience. What is the API ? We have
Call ensures that your team does not call the dialing allows hands free dialing for the agent created special software development kits that
customer repeatedly with the same message and a much more efficient operation. your own technology specialists or partners
from multiple agents, or worse - call customers can easily use to embed our controls into
that have deemed to not be contacted again. Increase revenue your own app and talk directly to our reporting
Many international government and industry Improve sales and increase revenue by making engine and dashboards. These can create truly
guidelines now call for compliance to ‘do not more calls per hour by minimizing agent down specialized applications to work with your IT
call’ lists, it is the responsibility of call centers to time. CCS Call allows management contact strategy and architecture.
meet these guidelines. center teams in the most comprehensive fash-
ion, so that they are performing at the optimum
Real-time Agent management level.
Manage the campaign as it happens, as a su-
pervisor you have access to the real time activity Performance & results monitoring
of the campaign and agents. By configuring CCS Report is a customized view of the cam-
Agent break-out codes, you are able to control paign showing real time statistics. Displaying
who is logged in to make calls, take breaks and these key statistics on a large screen can be
used to motivate staff and by using the ‘Ticker
even reassign them to different campaigns.
Message’ can advertise a promotion or incen-
Combining proactive
When a call has completed, agents can be
prompted to enter a preconfigured completion tive. ‘KPI Alarms’ attached to Dashboard can contact with multiple
code, which is immediately reportable on CCS automatically alert management or staff when
Report and CCS Dashboard. benchmarks have been reached. In depth media helps agent
analysis of campaigns and calling activity can
Compliance and the Do Not Call be obtained from CCS Report. Managers can empower and delivers
registers run or subscribe to over 150 different historical
exceptional customer
To avoid large fines and disgruntled prospects reports. CCS Report can provide call account-
managers can schedule a campaign to Auto ing and visibility to areas of the campaign that experience.
Able or Disable, to correspond with the expiry are not immediately identifiable.
OUTBOUND DIAL MODE
Preview Mode
In Preview Mode, the system will ‘pop up’ the next selected target de- an agent, whilst the system can retry the ‘non-positive’ connections on
tails, allowing the agent to view pertinent details like business name, a specific campaign level retry basis, set by the campaign manager.
contact name and contact number. CCS Call will then dials the number The management interface allows for configuration of ratios of agent to
when the Agent clicks ‘dial’. When the agent has finished the call, they callout patterns and agent availability.
can complete any wrap up details and then the next target screen pop
is raised and the Agent clicks ‘dial’ when ready. In this mode the Agent
Business Benefits
controls the pace between each call. • Boost productivity & efficiency
• Ensure your staff have the right information for the right type of call
Progressive Mode • Protect your customer database integrity
In Progressive Mode, the next selected target details pops up and after • Get performance & results
a predefined set interval is automatically dialed by CCS Call without
agent intervention. When the call is completed, the agent has a set time
Features
• Campaign Administration Interface
to complete details, before the next target is popped and dialed. In this
• All Campaigns and Agents available activity in Real-Time Screen
mode the administrator is enforcing the pace between each call.
• Campaign schedule for Auto Able/Disable
• Preview/Progressive/Pre-Emptive Dial Modes
Pre-Emptive Mode • ‘Do Not Call’ compliance measures
Many people think of a ‘predictive dialer’ when they ask for this type
• Database/CRM integration
of functionality. The CCS Call Pre-Emptive Dialing Mode dials the se-
• Optional voice recording
lected numbers and determines whether they are a ‘positive’ connec- • Integrated Reporting - over 150 reports
tion, as in a IVR person, or ‘non-positive’, as in whether answered by • Configurable completion & Wrap up codes
an answering machine, facsimile, a modem or whether it’s a busy or • Re-Call Scheduler
engaged signal. ‘Positive’ connections are immediately transferred to • Configurable Agent break-out codes
SCREEN DISPLAY FOR iPECS®CCS CALL REAL-TIME STATISTICS AND ALERT MANAGEMENT CENTER
CCS DESK
4
Ben Demo Agent 9813 1
Available
Number 0749 225 500
Name David Dwyer
Company Mango 4 Office Tehchnology
Campaign Tech Training QLD 2009
2
Completion Code
Actions Created
Answer Machine
Booking 1 CCS Desk Client Status and Presence Updating
Busy 2 Completion Code selection for the CCS Call outbound Campaign
Closed 3 CCS Call outbound Campaign screen pop
3
Not Interested 4 Real Time CCS Dasboard statistics
Related ERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz (or higher)
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Report: Call Accounting & B usiness Intelligence Reporting • Hard Disk: 80 GB Minimum (installation )
• CCS Q: Multi-Media Contact Center • OS: Windows 7 or Windows 2008 Server
• CCS IVR: Intelligent Interactive Voice Response (IVR) • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution
Intelligent Interactive Voice
Response, iPECS CCS IVR
iPECS CCS IVR is a powerful Interactive Voice Response (IVR) Engine and Management
Module designed to offer very sophisticated features with a user configurable interface
that uniquely provides a IVR designer tool in a flow chart design.
The CCS IVR Designer tool allows for advanced users with no development experience
to be able to configure and administrate their own IVR systems and processes.
Business efficiencies and lower on simple administration tasks and changes Help desk status
costs and even design their own complex IVR CCS IVR scripts can be developed to provide
iPECS CCS IVR offers businesses the technol- scripts and features. customer help desk ticket status after online
ogy to provide services online via the telephone 24 pin verification and ticket ID entry.
hours a day, without operator involvement taking Graphic based Scrip Designing
care of transactions and services that do not Tool Personalized call forward
require personal interaction. CCS IVR provides a sophisticated tool CCS IVR scripts can be developed to provide
With self-service based on the customer informa- that allows IVR and Call flow script to be a range of personalized call forward options
tion across interaction, business operation can designed in a graphical user interface that for special or VIP clients.
more efficiently operated. Examples include entry shows the steps in a flow chart manner. Ad-
of customer details, payment by telephone, call ministrator or manager can easily set the flow Service bureau & billing functions
routing, telephone booking and much more. with various icons. CCS IVR can provide complete reporting
and service billing of functions utilized when
Enrich customer relationships Customer Pin Code verification integrated with CCS Report. Telephone
CCS IVR can enrich and expand customer Route callers to CCS IVR to collect a unique Access and Billing CCS IVR scripts can be
services, especially when integrated with CCS customer PIN to then allow access to personal developed to provide telephone services via
Q. It allows callers to enter their details while information or customized services. Personal- Pin Code Access and the billing information
in a queue and have CCS IVR ring them back ized Routing By either Caller ID or customer per account provided when integrated with
when an agent is available to take their call, PIN Entry - CCS IVR can then access your CCS Report.
allows customers to enter their PIN or invoice customer database or CRM and look-up speci-
number so that the agent has all the details to fied customer service fields that determine how
hand when their call is answered and more. the call can be routed when integrated with
CCS Q.
Create new services
CCS IVR enables businesses to provide servic- V-Commerce Connect customers
es they previously couldn’t, whether by offering CCS IVR scripts can be developed to provide
services 24 hours a day, new services such as online customer payments and real time with Self-Service
verification in conjunction with compatible e-
payment by telephone, or directed personaliza- enriching your
tion such as recognition of the caller or their commerce systems.
reason for calling - before the call is answered. business and
Account status
customer relationship
Empower your business CCS IVR scripts can be developed to provide
CCS IVR includes a unique Designer Tool so customer information or account status after
that those businesses that wish to can take online pin verification.
Business Benefits Features
• Lower costs by enabling more customer self-service • CCS IVR - IVR Designer Tool
• Enrich customer relationships by allowing them access to their • CCS IVR - Real Time Monitor board
account information 24/7 • CCS IVR - Reports Generator
• Create new services that generate more revenue • SQL Database architecture
• Empower your business and differentiate yourselves from the competi- • Customer database or CRM integration
tion • Microsoft engine based Text to Speech
SCREEN DISPLAY FOR iPECS®CCS IVR SCRIPT DESIGNER
GRAPHIC: SCRIPT DEVELOPER FOR CCS IVR WHERE YOU CAN ENTER THE PROCESS OF THE IVR
Related ERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz (or higher)
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Report: Call Accounting & Business Intelligence Reporting • Hard Disk: 80 GB Minimum (installation )
• CCS Q: Multi-Media Contact Centre • OS: Windows 7 or Windows 2008 Server
• Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.comYour Communications Solution
Smart Web Chat for
Real-time Customer Service,
iPECS CCS CHAT
iPECS CCS Chat provides your customer with exceptional service by enabling web chat for Instant
Messaging and links your website to your sales and support teams.
CCS Chat for full Multi-media One-on-One or Multi-Party chat Transfer current or web chat
Contact Center functionality Whether you want to chat with one of your request to others
There are multitudes of ways a new or colleagues or a group of them, CCS Chat Do you require your current chat session or
prospective client can contact your business. lets you have that private chat or a Multi- web chat request to be passed on to another
Whether it’s via phone, SMS, E-mail or fax, Party chat as a group. Need some input colleague for further investigation or outside
these days, your website is the first point of from another team member currently not input? With our CCS Chat ‘Transfer’ feature,
contact for interested parties. Never miss involved in the chat? Easy, just use the this is a simple task of finding the agent
another opportunity with CCS Chat integration ‘Invite’ feature to get them involved straight required to take the request, ensuring they’re
into our already feature rich CCS Q Multi- away. Also, with our powerful CCS Desk available via our presence functionality and
Media Contact Center solution. Let a client presence functionality, you will see whether off it goes. And when the transfer is initiated
contact you quickly and easily by logging a or not that invitee is available to join your the chat history goes with it ensuring your cus-
CCS Chat web chat request into your inbound chat session. tomer isn’t repeating information already given
multi-media queue. The next available agent and giving the context to the new recipient.
will receive the request and immediately start
chatting with your client or opportunity. It’s that Use CCS Chat as a company
easy. web chat and instant message
Let your team communicate quickly and
Route web chat requests to the easily by utilizing CCS Chat as your internal
right teams and individuals instant messaging module. Long gone are
We’ve already discussed the ease of a client the times of employees having to leave their
initiating a web chat request through your desk to talk to another colleague or depart-
website and our CCS Q solution, now ensure ment, now they can easily send a chat
it goes to the correct department and even request to one or many fellow employees to
team member! As a business you may have answer customer enquiries efficiently and
web chat requests for your sales team and effectively. No need to tie up the phone,
web chat requests for your technical services a meeting room or having to organize a
department. With our CCS Q routing engine, conference call, now they can do it all from
we will guarantee that if the person initiat- the comfort of their own desk. This is a great
ing the request wants to talk to a sales team tool especially for remote users and remote
member, they will, or if they have a support offices.
issue, it will be a support team member on the
other end.Features
• Integrates with most CRM packages (requires CCS Desk) business
• Integrate CCS Chat with our CCS Q solution for full Multi-media Call • Direct the web chat request to our CCS Chat web based desktop client
Center functionality • One-on-One or multi-party chat
• Route different customer initiated web chat request to specific teams • Transfer current chat or web chat requests onto your their colleagues
like sales, support & accounts quickly and easily
• Use CCS Chat as a web chat and instant messaging module for your
SCREEN DISPLAY FOR iPECS®CCS WEB CHAT CUSTOMER SERVICE SCREEN SCREEN DISPLAY FOR iPECS®CCS CHAT LOGIN
3
SCREEN DISPLAY FOR iPECS CCS AGENT PAGE CHAT SCREEN
SUPERVISOR SCREEN
1 Conversation screen
3 Ability to transfer the conversation to another agent or bring in
1
3 another agent into the chat
2 2 Message box to type responses
4 Screen presented to client to initiate CCS Chat and enter
their information.
Related EERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Record: Integrated & Flexible Voice Recording • Memory: 2 GB (or higher)
• CCS Q: Multi-Media Contact Center • Hard Disk: 80 GB Minimum ( installation )
• CCS Call: Multi-Media Outbound & Tele-Marketing Contact Center • OS: Windows 7 or Windows 2008 Server
• CCS Report: Call Accounting & Business Intelligence Reporting • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.comYour Communications Solution
Next Generation Customer
Contact, iPECS CCS SOCIAL
Your multi-channel Contact Center strategy must now include Social Media in its vision.
iPECS CCS Social offers your future communications for customer contact management meeting
the needs of today’s customers.
Meeting the needs of customers ing adopted by businesses as well. Using a Real-time monitoring and alert
today simple comment in their Tweet that our clients management
More and more businesses are choosing to can advertise, we can then have the cus- One of the biggest unknowns with Facebook
promote themselves in the Social Media are- tomer’s number automatically called back by and Twitter, is being able to monitor the activity
na. Customers today want choices in how they a member of the customer services team and from your promotions or marketing through
communicate and it’s not just the telephone also if either that number or Twitter user name Social Media easily. Because CCS Social
that is the preference! Twitter and Facebook is in our clients CRM, we can also pop those Facebook & Twitter integration is just like all
are increasingly becoming part of the com- details to the callers screen as reference. We other queues within the CCS Q system, real
mercial landscape and businesses need ways have devised the solution so that numbers time statistics of your Facebook and Twitter
to manage staff and meet their customer’s can remain anonymous for privacy if that is a activity can be shown as a value on your CCS
contact preferences. By utilizing the power of preferred delivery method. The CCS Q Real- Report Dashboard. Take that a step further and
CCS Q, users can now add on our CCS Social Time screens and also historical reports, log you can set levels and thresholds within these
module, meaning even more reach and more and present traffic and statistical details for all values, to receive an SMS or E-mail when a
power within your contact center. Social Media tasks and performance just the particular level is reached.
Now you can manage and monitor the com- same as live calls.
munications coming in from your Facebook
and Twitter pages as well as your telephone Facebook wall post integration
calls and even your E-mail, fax, IM and web With CCS Social Facebook integration, we
call-back. can take the Twitter call back concept one
Your team can be part of several queues and step further and actually monitor, queue and
the best part is you can manage these queues manage all Facebook wall posts posted on
and distribution through the CCS Desk Man- your company Facebook page. Not only that,
ager screen and monitor with our CCS Report. but your contact center agents can communi-
cate with your Facebook friends and clients in
Twitter Call Back Request real-time, via their E-mail client, with a simple
Twitter sometimes described as the ‘SMS’ of reply. No access has to be granted for your
the internet, allows people to enter messages agents to the Facebook website. As your CCS
no longer than 140 characters long based on Social Facebook integration is now part of
the simple question of “What are you doing?”. your CCS Q system, it’s actually a physical
It is one of the fastest growing Social Media queue within CCS Q, meaning you can man-
marketing tools. It has been widely accepted age and distribute these posts, with the same
for personal use and is now fast becom- power as a voice call or E-mail. It’s that easy.CCS Social Social Media Integration Features
• Twitter • Real-time administration interface
• Facebook • Range of Queue management distribution modes
• Skills-Based Routing for all Social Media requests or posts
Business Benefits • Social Media Queue priority & overflow management
• Connect with your customers with the most popular social media • Integrated Reporting
Tools
• Configurable Completion & Wrap Up Codes
• Monitor and control posts to your Facebook page without having
• Configurable threshold alarms with the CCS Report
agents permanently logged on to Facebook
• View statistics on your CCS Report Dashboard
• Use your Facebook and Twitter pages as effective sales channels
• Give your customers choice on how they communicate with you
Related ERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Report: Call Accounting & Business Intelligence Reporting • Memory: 2 GB (or higher)
• CCS Record: Integrated & Flexible Voice Recording • Hard Disk: 80 GB Minimum ( installation )
• CCS Q: Multi-Media Contact Center • OS: Windows 7 or Windows 2008 Server
• CCS Call: Multi-Media Outbound & Tele-Marketing Call Center • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.comYour Communications Solution
Integrated Voice Recording,
iPECS CCS RECORD
iPECS CCS Record is a powerful and flexible Voice Recording Solution with optional
integration to desktop applications such as Outlook or your Customer Relationship Management
System(CRM) or Database.
Meet service demands es by clicking on the CCS Record message also where the recording filename can be
For many business, recording telephone calls and played back via your PC Multi-Media appended with codes configured into the call
is a necessity-whether the recording forms speakers. Messages can be easily E-mailed completion activity.
part of a business contract, or is required as a and forwarded.
failsafe or is required for documentation- voice With the inclusion of CCS Report, this
recordings a serious business technology Record All becomes your voice recording search and
today. CCS Record optionally allows the administra- replay interface all via your existing web
tor to set CCS Record settings for assigned browser – and of course you have all the
Improved staff capability for users to record every voice conversation and functions that CCS Report provides for your
better service store the files to a central location for review business reporting needs as well.
Staff can benefit greatly from being able and/or archive as applicable - the recording Consider the fantastic advantages of having
to record calls on-demand from a complex can also be available to be stored under the your call reporting integrated with your voice
telephone call, a customer compliant or simple Microsoft Outlook or CRM contact record as recording !
note taking. standard. Replay messages by clicking on the
CCS Record Message and played back via • Every time you run a call report on statistics
Performance monitoring your PC Multi-Media speakers. Messages can or call traffic and it was voice recorded there
In today’s modern business environment, pro- be easily E-mailed and forwarded. Optionally will be a voice recording link ready for you to
viding quality service is a key objective. CCS the Record playback tab on CCS Desk can simply click and listen.
Record provides a low cost method to monitor be screened from the agent so that recording
staff performance on the telephone and use playbacks are only available by the adminis- • Integrate your voice recordings into your
the information for quality management and trator. CRM or customer database linked to the
training. caller records
Random Record
Encryption CCS Record optionally allows the administra- • Create smart business workflows where
The recordings are stored on disk using tor to set CCS Record settings for assigned reports are automatically E-mailed out by
the AES encryption standard. This is the users to randomly record voice conversations CCS Report
advanced Encryption Standard, which has and store the files to a central location for
been adopted by the US government as their review and/or archive as applicable. As with
recommended standard in 2002. CCS Record record all calls, the Record playback tab on
uses Microsoft’s own implementation in .net. CCS Desk can be screened from the agent so Ensure you have the
that recording playbacks are only available by right facts. Review the
On Demand the administrator.
actual conversations and
CCS Record allows you to record conversa-
tions on the telephone at the click of an icon Conditional Record analyze them. These
in CCS Desk and then have the recorded CCS Record optionally allows the admin- improve service level and
istrator to set call completion categories to
conversation stored under the Microsoft Out- staff capability.
look or CRM contact record. Replay messag- be presented to the agent which then can
control whether CCS Record is activated andBusiness Benefits • Allow/Disallow user playback and E-mail of recordings direct from
• Customer Service demands - Accountable service delivery to their CCS Desk client
customers • Server based fault tolerant Voice recoding over Analog, Digital, SIP
• Business regulation audit needs
Trunks or Analog Extensions
• Staff training and performance monitoring – Improve customer reten-
• Works over Terminal Services, Thin Client and internet/WAN (please
tion through excellent service
• Business reporting integrated with CRM and telephony information
check with iPECS CCS for connection methods)
• Minimize liability, protect against abusive callers • Centrally manage user control and access and location of file
• Compliance with legislation - Implement best practices storage - CCS Report Business Intelligence Reporting search facility
quickly locates voice recordings for play back
Features • Create Agent profiles for management
• Record All Calls or On Demand or Random Calls • Organize recordings storage centrally by agent name or queue/
• All Recording can be controlled from your desk when integrated with campaign if integrated with CCS Q or CCS Call
CCS Desk • Encrypted recordings for security and legal purposes
• Link recording files to date, time, agent name, Call completion codes • Efficiency and Time Saving - Create smart business work
and customer name flows where reports are automatically E-mailed out by CCS
• Auto-link to CRM or Outlook customer records when integrated with Report that contain the voice recordings of those calls
CCS Desk • Payment Card Industry (PCI) compatible (requires CCS Desk)
SCREEN DISPLAY FOR iPECS®CCS RECORD CCS RECORD - INTEGRATION WITH CRM, OUTLOOK OR CUSTOMER CONTACT DATABASE
5
CCS DESK
1
Subject Created By Regarding Actual End
Jack 9801 17 : 28 Incoming Call to 9813 from 5553980 Jack Harley Ben Adams 10/11/2009 5:34 PM
Available 17 : 28 Incoming Call to 9813 from 55539800 (CCS Record) Jack Harley Ben Adams 10/11/2009 5:34 PM
2
16 : 12 Outgoing Call to 9813 from 5553980 Tom Harold Ben Adams 10/11/2009 1:12 PM
16 : 12 Outgoing Call to 9813 from 55539800 (CCS Record) Tom Harold Ben Adams 10/11/2009 1:12 PM
Phone Call
17 : 28 Incoming Call to 9813 from 5553900 (CCS Record)
3
Notes
4
Click here to enter a new note
Play Recording Title: 17:20 Incoming Call to 9813 from 55539000
Send Recording as E-Mail Note created on 10/11/2009 5:34 PM by Ben Adams
Clear History Ben Adams 20091110-172805 55539800.MP3 (734,064 Byte(s))
CCS Record voice Recording
1 CCS Desk options that can be shown or 2 My Status screen where a user can update their presence. This also gets
hidden by clicking the icon: updated automatically when on a phone call or break
My Status 3 Active call screen, screen popping of incoming/outgoing calls, enables drag and drop transfer
Active Call features. Ability to have specific scripts pop per DDI, also ability to enter notes against a call that
Teams stays with the call
CCS SMS 4 History of voice recording where you can listen to the voice recording or even send in an E-mail.
History of calls 5 CCS Record Integration with CRM so that you can link the voice recording to the contact that
Search facility
called in CRM
Speed Dials.
Related EERICSSON-LG iPECS CCS Modules Minimum PC requirement:
• CCS Desk: Agent Desktop Client • Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
• CCS Report: Call Accounting & Business Intelligence Reporting • Memory: 2 GB (or higher)
• CCS Q: Multi-Media Contact Center • Hard Disk: 80 GB Minimum ( installation )
• CCS Call: Multi-Media Outbound & Tele-Marketing Call Center • OS: Windows 7 or Windows 2008 Server
• CCS IVR: Intelligent Interactive Voice Response (IVR) • Display: XGA1024 x 768
© Ericsson-LG Co., Ltd. 2013 Ver. 1.0 iPECS is an Ericsson-LG Brand
Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.comYou can also read
