A Revolutionary Solution


iPCX Contact Centre was designed to meet the following mission-critical objectives:

The first objective is to provide a suite of touch points to include the many different ways that customers communicate with the contact centre, including communications originating on the phone, fax, email, voicemail, IVR - and to deliver all of these communications on a single customized communications platform that is user defined. The iPCX solution blends Inbound and Outbound communications –in ways that are simply not possible when solutions are created by different development teams and ‘glued’ together’ through integration services.

The second objective is to take all of those capabilities and enable them to run on either analog/digital or IP environment through a centrally hosted company network: to allow Enterprise contact centres to blend local, branch-office and remote agents in one seamlessly integrated but geographically distributed contact center, and to enable Service Providers to offer these same capabilities to their subscribers in a browser-based, network-hosted solution. Customers on analog/digital contact centre can eventually migrate to the IP environment without massive overhaul or cost considerations due to iPCX platform flexibility.

The third objective is to deliver a rich Open System highly customizable platform to fulfill user defined specifications according to the day-to-day operational requirements of the contact centre. This iPCX Contact Centre is build on an extremely powerful and flexible communications development platform which is GUI-based that enables the development of multimedia messaging applications without writing a single line of code. This allows faster time to market, easier customization to requirements and greater functional capabilities.

The fourth benefit is, the iPCX is software based and runs on industry standard hardware and software. This gives far better protection on investment, doesn’t ‘lock you’ in (unlike proprietary hardware solutions) and is future proof as it supports all leading industry standards. This support allows us to integrate with web services, enables us to embrace new speech standards with XML/VXML and SALT. iPCX also supports SNMP and can, thus be controlled by Enterprise System Management Applications such as HP OpenView, Tivoli , CA Unicenter.

The fifth and most important objective is to make it 'easy' - easy to install, easy to customize and configure, easy to use and easy to maintain.