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 HiPACE iCustomer Call Center The iCustomer combines the low cost and ease of Web browsers with the interactivity to maximize agent productivity and minimize the total cost of ownership in today's call centers. The iCustomer Queuing allows call centers to improve handling times and provide more personalized service by integrating various communication channels and connecting customers with the right agents. Global time zone support, automated transaction auditing, and consolidated search management functionality allow organizations to maximize agent productivity with every interaction. Benefits of iCustomer Zero-Install. The customer, your client does not have to downloads any Java Applet or ActiveX to communicate with your agents. The iCustomer client is totally in HTML. This helps your customer get a hassle free communication with your agent. Unified-All In One Roof. Be it tracking which page your client is on, or view the faxes received, or send a fax or check email, all of this can be done in a one stop shop - iCustomer. Real Time reporting of Traffic. Helps your agents monitor visitors and traffic and makes strategic and tactical operational decisions. Intelligent Call Routing routes multichannel requests to the right agent to ensure improved customer service. Scalablility. Scales easily to support single-site or global deployments. Email management. eMail Response is fully integrated with iCustomer to assist call center agents in responding quickly to incoming email requests. This intelligently reviews each customer email and then delivers highly accurate automatic responses or allows agents to choose from pre-existing or customized suggested response templates. As a result, agents are able to respond to more emails, more quickly and more accurately. Computer Telephony Integration (CTI). iCustomer reduces call handling times and personalize interactions by immediately displaying customer information on the agent's desktop in a screen pop. If the call is transferred, iCustomer ensures the customer's complete information is transferred with the call, enabling agents to establish rapport, anticipate the customer's needs, and reduce the time required to address the customer's inquiry. eFAQ's iCustomer provides a secure, personalized, and low-cost way for customers to receive 24x7 self-service over the Web. Customers can access product information, FAQs, service request status, diagnostic tools, and step-bystep instructions through this dynamic self-service interface. ICustomer provides customers with additional online assistance by providing real-time contact with customer service representatives. By using the lower-cost Web channel, the organization benefits from a reduction in the total cost to serve customers and the customer benefits from receiving world-class support. Phone2Phone. iCustomer provides Phone to Phone routing of voice calls. Phone numbers could be located in several countries around the world and the calls would terminate at your agents headset/handset. If there is no agent, the calls will be directed to the voice mail. All calls can be monitored at real time. Fax Support. iCustomer provides Fax support using the T.38 protocol. Faxes will be forwarded to the agents as an email attachment. Outgoing Faxes will be sent as an email attachment to the server from where it will be sent to the destination fax number. Text Calls. iCustomer provides text calls the client runs on a Zero install browser. Calls have the option to be logged. The text chat is fully integrated with support schedule. If no agents are around to take the call, the cusomer will be given the option to send a mail to the group. Text calls can be transferred to other agents. Inter Agent text communication is offered. Ability to push links, remote control the clients PC are provided. Remote Desktop Sharing. iCustomer provides the ability to remote control the clients machine. And operate on his machine from a remote location. Support Schedule - Outside your company's normal business hours, customers are notified of the next time that your online personnel will be available. Customers also have the option to leave an electronic message, automatically sent to your e-mail address.
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