About IP Contact Center (IPCC)
IP Contact Center (IPCC) is an IP software platform from Verizon that provides comprehensive communication solutions. It combines toll-free services, International Toll-Free Service/Universal, International Freephone (ITFS/UIFN), and national and international calling options, so businesses can be available to their clients anytime. The platform is tailored to meet specific communication needs, ensuring reliable connectivity across various regions. With its versatile features, organizations can improve customer engagement and improve support capabilities. Key capabilities: toll-free services International Toll-Free Service/Universal International Freephone (ITFS/UIFN) national calling international calling Best for: businesses that need a reliable communication solution to connect with clients globally.
The **IP Contact Center (IPCC) by Verizon** stands as a versatile and robust solution for businesses aiming to elevate their customer service operations. Designed to meet the demands of modern contact centers, IPCC combines powerful features such as VoIP Inbound, Interactive Voice Response (IVR), and advanced call routing. These functionalities, coupled with secure connectivity and automatic technology upgrades, make it an ideal choice for organizations handling high call volumes or complex routing requirements. Built on Verizon's vast IP backbone, IPCC promises reliability and scalability, catering to businesses of all sizes and industries. The **user interface** of IPCC is thoughtfully crafted for ease of use. The **Network Manager**, a Windows-based graphical application, features an intuitive layout that employs color-coded displays, icons, and a toolbar for streamlined navigation. This interface simplifies tasks like managing network configurations, activating new features, and accessing near real-time reporting. Such an accessible design reduces the learning curve for new users, ensuring that even those with limited technical expertise can efficiently manage the system.
Pros & Cons
- +• Comprehensive inbound solution
- +• Global connectivity
- +• Multichannel interactions
- +• Intelligent call routing
- +• Strong network metrics and SLA
- +• Provides secure and reliable VoIP inbound, IP IVR, toll-free numbers, and various calling plans
- −• Steep learning curve for new users
- −• Limited customization options for advanced users
- −• Lack of integration with certain third-party applications
- −• Occasional system crashes or downtime issues
- −• Complex configuration and setup process for initial deployment
Features
Key features
- 1. Enhanced Customer Experience
- IPCC aims to improve customer satisfaction through features like intelligent call routing, personalized interactions, and 24/7 availability.
- 2. Cost Control
- Usage-based pricing, streamlined operations, and network management tools help businesses manage and reduce operational costs.
- 3. Increased Efficiency
- Features like IP interactive voice response (IVR), voice callback, and simplified management tools boost agent productivity and contact center efficiency.
- 4. Scalability and Flexibility
- The solution is designed to handle high call volumes and can be adapted to meet changing business needs, including multiple contact centers and global reach.
- 5. Reliability and Security
- Verizon leverages its extensive experience and robust global IP network to provide a reliable and secure contact center solution.
- 6. Global Reach
- Ability to connect contact centers worldwide and provide a consistent customer experience regardless of location.
- 7. Streamlined Offerings
- Simplified solution with most needed features included in a single usage based model.
Additional features
- 1. Global IP Network
- Leverages Verizon's extensive global IP network for international reach.
- 2. Regional Service
- Offers local phone network support in various regions.
- 3. Toll-Free and International Toll-Free Service
- Supports both domestic and international toll-free numbers (ITFS/UIFN).
- 4. National and International Outbound Calling
- Facilitates outbound calls both domestically and internationally.
- 5. Intelligent Call Routing
- Directs calls to the most appropriate agent based on various factors.
- 6. Session Initiation Protocol (SIP) Features
- Utilizes SIP features like REFER, NOTIFY, and User-to-User Interface (UUI) for efficient call transfers within the organization.
- 7. IP Interactive Voice Response (IVR)
- Offers IVR applications to handle high call volumes, automate tasks, and improve caller self-service.
- o IVR Standard
- Includes commonly used IVR features.
- o IVR Premium
- Adds advanced features like speech recognition, host connect, intelligent call routing integration, and enhanced reporting.
- 8. Voice Call Back
- Allows callers to schedule a return call instead of waiting on hold.
- 9. Service Management Tools
- Provides tools to manage contact center operations efficiently.
- 10. Traffic Monitoring and Reporting
- Offers insights into call traffic and performance metrics.
- 11. Simplified Configuration and Move/Add/Change Processes
- Makes it easier to manage contact center configurations and changes.
- 12. Verizon Enterprise Center Portal
- Centralized portal for managing the application environment and service levels from virtually any device.
- 13. Managed Hosting Service Offering
- Optional service where Verizon manages the contact center software.
- 14. Professional Services
- Offers professional services to assist with contact center operations.
- 15. Caller Identification (ANI and CNAM)
- Provides agents with caller information for personalized interactions.
- 16. Personalized Customer Experiences
- Enables agents to tailor interactions based on customer data.
- 17. 24x7 Availability
- Supports round-the-clock customer service.
- 18. Usage-Based Pricing
- Offers a pricing model based on actual usage, helping with cost forecasting.
- 19. Network Management, Monitoring, and Reporting
- Included as part of the IP solution.
- 20. Inbound and Outbound Services
- Supports both incoming and outgoing calls.
- 21. Market Leadership in SIP Trunking
- Verizon's experience and leadership in SIP trunking for 7 years.
- 22. Over 20 Years of Experience
- Extensive experience in designing, implementing, and supporting contact center solutions.
- 23. Geographically Redundant and Highly Available Network Infrastructure
- Ensures high availability and reliability.
- 24. Support for Hundreds of Enterprise Customers
- Proven track record with a large customer base.
Pricing
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About IP Contact Center (IPCC)
IP Contact Center (IPCC) is an IP software platform from Verizon that provides comprehensive communication solutions. It combines toll-free services, International Toll-Free Service/Universal, International Freephone (ITFS/UIFN), and national and international calling options, so businesses can be available to their clients anytime. The platform is tailored to meet specific communication needs, ensuring reliable connectivity across various regions. With its versatile features, organizations can improve customer engagement and improve support capabilities. Key capabilities: toll-free services International Toll-Free Service/Universal International Freephone (ITFS/UIFN) national calling international calling Best for: businesses that need a reliable communication solution to connect with clients globally.
IP Contact Center (IPCC) Details
IP Contact Center (IPCC)'s In-App Market Place
Does IP Contact Center (IPCC) have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), CAD (C$), AUD (A$), CHF (CHF), CNH (CNH¥), SEK (kr), NOK (kr), DKK (kr), SGD (S$), MXN (Mex$), RUB (₽), INR (₹), BRL (R$).
Pros & Cons
- • Comprehensive inbound solution
- • Global connectivity
- • Multichannel interactions
- • Intelligent call routing
- • Strong network metrics and SLA
- • Provides secure and reliable VoIP inbound, IP IVR, toll-free numbers, and various calling plans
- • Steep learning curve for new users
- • Limited customization options for advanced users
- • Lack of integration with certain third-party applications
- • Occasional system crashes or downtime issues
- • Complex configuration and setup process for initial deployment
IP Contact Center (IPCC)'s Support Options
Contact
+1-877-297-7816IP Contact Center (IPCC)'s Alternatives
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