iPCX Capabilities Summary (Features and Benefits) Platform Independence / Device Independence     ∙ iPCX is built to integrate seamlessly with almost all existing commercial PABX thus being PABX independent. iPCX can also use its own iPCX PBX for efficient distribution of calls.     ∙ iPCX Contact Centre SBR – Designed to be contact independent to route voice and data traffic to agents according to specific business rules and the skill-level attributes of available agents, regardless of location ∙ Weighted Skills-Based Telephone Call Routing ∙ Email, Voicemail & Fax Management With Intelligent Routing - Improves message handling response times by queuing and distributing email and faxes to agents in an appropriate workgroup as they become available     ∙ Seamless Integration - iPCX gives you the option of integrating seamlessly with the company’s existing communication infrastructure, thus allows our customer to enjoy cost savings by not having to have separate communication platforms for office and contact centre use.         Rich Set of Tools & Functionalities     ∙ Skills Based Routing Engine – one of the key features of the iPCX solution where it provides comprehensive routing capabilities using the SBR engine.     ∙ iPCX Reporting Tools – comes in a set of comprehensive templates which provides in-depth insights into the contact centre productivity. Historical data accumulated over time can be used for performance management.     ∙ Interactive Voice Response (IVR) Call Routing - Enables call flows to be customized using automated voice menus that gather call routing information and deliver pre-recorded announcements     ∙ Supervision & Configuration Tools – Enables contact centre managers to access all supervision functions in one single view, including the ability to: ∙ Monitor the status of every local & remote agent in real-time over the LAN, WAN or Internet ∙ Listen in on any live agent call without detection ∙ Replace any local or remote agent on-the-fly ∙ Remotely log out agents ∙ Monitor call center queue status in real-time from anywhere on the LAN, WAN or Internet ∙ Record Calls and/or agent screen activity           Open Systems / Open Standards     ∙ Low Total Cost of Ownership – is achieved when iPCX solution is delivered within an Open Systems environment. Manpower expense, integration and maintenance cost is tremendously reduced.     ∙ XML compatible – enables customers with existing IVR that supports XML to integrate iPCX solution seamlessly. To add to this, iPCX is also Microsoft.NET compliant.         Revenue Generation     ∙ Outbound Campaign Manager - Increase sales, collections and other business objectives using outbound, blended, and even multi-modal agent free campaigns that efficiently dial your contact lists according to campaign goals. One solution lets you create campaigns, build Web-based campaign scripts, and monitor campaign activities for thorough telemarketing regulatory compliance via real-time supervision and detailed reporting.