Specifications

IP Office Advanced Edition
IP Office Advanced Edition enables businesses to differentiate through exceptional customer service, providing
the tools to effectively handle high call volumes and gather customer intelligence to increase productivity and
drive revenue opportunities.
What is it?
Delivering superior customer service can often only be achieved by being able to manage and monitor customer interactions.
IP Office Advanced Edition builds on the capabilities of Preferred Edition by providing a complete call centre solution.
Supervisors have the ability to manage agent work groups and customer demands to ensure high service levels are
maintained. Historic and real time reporting enables management to make informed decisions about customers, agent
performance and call flow. This intelligence is integral to retaining customers and maximising agent performance.
Key Features:
• View Agent Status: supervisors can view real time
status on agents such as number of calls answered,
average answer time and calls lost.
• Historical Reporting: standard or customised
reports can be created to report on historical call
centre information.
• Campaign Manager: create surveys where
customers can automatically give feedback or leave
information by providing easy to follow questions via
voicemail.
• Contact Store: archive call recordings for secure
storage and easy retrieval via a web browser.
Archived recordings can be searched based on
a number of parameters such as date, time and
extension number.
• Interactive Voice Response (IVR): self-help menus
can be created to allow customers to automatically
interact with a business via voice control. For
example, this can be used to allow customers to
place or change orders and check delivery status.
• Text To Speech (TTS): enhance the callers
experience by allowing the IP Office to read back
information that has been captured from a database.
Business Benefits:
• Measure Customer Service: real time and
historical reporting indicates levels of customer
service. This intelligence provides an opportunity
for a business to address potential issues and
focus on key areas of improving customer service.
• Improve Customer Responsiveness: intuitive
management tools enable supervisors to react
quickly to customer demands and unforeseen
circumstances. Call routing rules, agents
assignments and service capacity can be changed
based on business requirements.
• Improve Agent Performance: real time and
historical reporting on agent activity as well as
quality checks through call recordings ensures
high agent performance levels. Areas for
improvement can be identified and training given
to resolve any issues.
• Dispute Resolution: archived call recordings
can help to resolve customer disputes and ensure
a satisfactory outcome while maintaining good
customer relationships.
• Maintain Best Practice: alarm thresholds and
notifications can be set to ensure a high level of
customer service is maintained.
• Manage Campaign Success: customer
information can be captured to help
improve the performance of marketing
campaigns. For example, local area
telephone codes can be captured to
provide insight into regional customer
demands.
Note: not supported on Server Edition
Applications
33
IP Office - Customer Service