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| Intervoice Announces IP Contact Center Version 4 Intervoice has announced the release of Version 4 of its IP Contact Center solution (IPCC). With this release Intervoice continues to extend its industry leading self-service solutions with increased options for live agent assistance. IPCC 4 is available integrated with the Intervoice Voice Portal, or as a separate solution. IPCC 4 can also be deployed as part of Intervoice's Hosted Solutions. The SIP-based architecture and Built-in CTI capabilities of IPCC allow customers to extend the benefits of speech self-service, either in a hosted or on-premise environment, with the feature functionality of a full service IP-based contact center. With IPCC Version 4, data collected during a self-service interaction can be seamlessly transferred to IPCC by leveraging IPCC's Built-in CTI and using SIP. With this feature, customers no longer have to repeat the information they input during the self-service interaction which increases first call resolution and improves agent productivity to lower costs without sacrificing customer satisfaction. The seamless connection now available between self-service and live agent interaction also enables the contact center to report on these end-to-end interactions. Version 4 provides actionable information to the enterprise by offering insight into a customer's entire experience as they move between self-service or live-agent assistance. With this complete reporting capability, there is no requirement to purchase a data mart or data warehouse. Additional capabilities available with this release include new configuration tools enabling shorter implementation times as well as enhanced security that enable compliance with federal security regulations such as HIPAA/GPLB. write your comments about the article :: © 2008 Networking News :: home page |