iPECS CCX (Contact Center eXperience) is a contact center suite designed for small and medium business. iPECS CCX is a multi-channel IP contact center solutions package best integrated with iPECS Platforms. IPECS CCX consists of ACD, CTI and Reporting modules as part of the basic package and many optional value added function modules.

Best suited for small & medium-sized contact center

  • Cost effective bundles for basic contact center with iPECS Platforms
  • Flexible add-on and optional modules for additional functionality
  •  Easy installation and operation with intuitive and simple functions
  • Built-in CRM interface for major CRM Solutions

Multi channel all in one solution

  • IPECS CCS enables you to provide smart customer service enabling customers to communicate any way they choose
  • Managing telephone, E-mails, faxes, SMS, web call back, call-back in queue, Web chat, Social Networking
  •  Different rules for each media or channel
  • Single server solution for multi functions
  • Virtual server support for multi-functional servers
  • Agent use the same IPECS CCS DESK agent for multi-media call handling

Next generation customer contact

  • Enable consistent cross-channel communications
  • Social Network Solution support most popular media, Twitter and Facebook
  • CRM integration for better service for customers and business integration
  • Expert contact levering Unified Communications Solutions increase productivity and improve customer service by providing first contact resolution

Web based reporting tool

  • Real-time monitoring and historical reports on a range of call accounting, billing, call analysis, etc.
  •  Integrating with CRM/Database in the contact centre to show comprehensive reports
  • Business intelligent Dash Board
  • System Supported: IPECS LIK/CM 5.5/eMG-80 P2
  • Unlimited Queues
  • Unlimited Campaigns
  • Announcements & Hold music per queue
  • Email Queue - Support IMAP and Microsoft Exchange (2007/2010/Online Web Services)
  • Built-in CRM integration interface or API for 3rd party database/CRM

CRM/Database MicrosoftSQL, GoldMine, Salesforce, MaximizerCRM, Sales Logic, Microsoft Outlook, Microsoft Access, ACT, Microsoft Dynamics CRM

  • Over 130 powerful reports for system performance, service levels, grades of service and agent/team evaluation
  • CCS Social: Twitter and/or Facebook account
  • CCS Call- Pre-view, Progressive and Pre-emptive

IPECS CCS consists of basic packages and modularized options for special functions

  1. Basic package
    1. CCS Q: Multi-media Inbound CC
    2. CCS Desk: Agent’s Client Software
    3. CCS Report: Monitoring and report
  2. Optional modules
    1. CCS Call – Multi-Media Outbound Contact Center
    2. CCS Chat – Web chat & instant messaging clients
    3. CCS Social – Social  Networking with Twitter and Facebook
    4. CCS IVR – Interactive Voice Response
    5. CCS Record – Voice Recording
    6. CCS SMS  - Outbound bulk SMS

PDF icon IPECS CCS Datasheet.pdf2.79 MB
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