On Tuesday 26th of October we hosted the eighth iPECS insights Forum of 2021. These monthly webinars help us share important information with our community of partners and are designed to be informative, interactive, and inspirational.
October’s edition of iPECS insights was hosted by Keunsup Choi, project manager of iPECS Analytics, and was devised to take an in-depth look at the updates that have arrived in Analytics’ latest version. The new features included position iPECS Analytics as a powerful yet simple to use call reporting and cloud analytics solution.
iPECS Analytics was launched this month in the UK by Pragma Technologies and is already proving popular. We’d to like to say a big thank you to the Pragma team for the success of this launch.
Keunsup began his presentation with an overview of the Analytics platform. iPECS Analytics is designed to optimize workforces, increase productivity and improve customer experience. It is fully integrated with iPECS Cloud and is designed to provide valuable business insights for both on-site and remote teams. The insights delivered through iPECS Analytics are accessible from any device.
There are two main feature-groups of iPECS Analytics; comprehensive call reporting, and real-time monitoring. Both feature sets will help deliver high-level call summaries and in-depth analysis, as well as providing a way to monitor live calls and agent status.
Call reporting offers valuable new insights to any business or call center. These insights include the tracking of various business critical KPIs, call trend analysis, and call tracking. Specific Call Center features include: IVR, ACD, CRM Integration and Call Recording along with reporting and monitoring services that ensure a high call quality.
The real time monitoring services are centered around new and improved live wallboards for users, DDI and companies. The ability to monitor live group calls and create personal dashboards containing relevant KPI’s help managers to always maintain a clear view of agent status.
Integrations with iPECS Cloud have made Analytics easy to deploy and manage for any businesses. Data is synced automatically from iPECS Cloud to Analytics, keeping staff better informed.
Keunsup then took a detailed look at the major features of the new iPECS Analytics platform. This included the feature changes between the two versions of the platform, as well as a look into the features included in both standard and advanced user licenses.
iPECS Analytics includes historical reporting and real-time monitoring. Advanced real-time wallboard service for groups and individual agents has also applied.
One of the features in iPECS Analytics is the Company Call Summary. This high-level summary report provides essential call information at a glance, using key metrics to track individual groups and users as well as general efficiency. This data is then presented in an easy to read trend chart.
For both businesses and call centers, new agent reports provide a range of useful summaries on individual agents to monitor performance and productivity. This can be extended to remote staff, as well as larger groups such as hunt groups.
To avoid missed calls, and to ensure that follow-up calls are made in an organized way, the performance report includes a list of all incoming calls with missed calls highlighted. These can be organized by caller, to ensure that no VIP customers have been missed. It also shows call length, response times and caller tolerance.
Real time monitoring is included for ACD Groups and Hunt Groups. This allows businesses to track critical metrics, and raises alerts when critical metrics are not met, including when calls are missed or wait times exceed an acceptable threshold.
Wallboards are a crucial part of displaying data in an efficient way. Analytics has its Wallboard visuals, with personal custom dashboards available to be created through a simple 4-step wizard.
To see if iPECS Analytics is now available in your country, speak to your Ericsson-LG account manager. The next iPECS insight session will be hosted in November. We hope to welcome you then to share your thoughts and learn from our industry experts.
iPECS insights is a forum where we can collaborate, share ideas and learn best practices to drive success and growth of the iPECS brand and portfolio globally. We will invite subject matter experts to lead each of the iPECS insights sessions which will last for no more than 2 hours and cover a range of technical and marketing focus areas.