Realtime Wallboard
See whats happening in your Call Centre at a glance.
Everything you need to run a professional Call Centre.
Make sure a customer's call always goes to the representative who is best qualified or trained to handle that specific question or issue, instead of just sending it to the next person free.
Distribute incoming calls automatically among agents using strategies such as ring all, round robin or based on the number of calls. Queue calls when no agents are available.
Provide initial and periodic announcements specifying hold time and queue position.
Simple button press pauses the agent so no queue calls are received. Calls from outside the queue can still be received for other duties.
Provide easily accessible call recording and transcription for incoming and outgoing calls. Calls can be automatically recorded or triggered from the phone. Any recording can be stopped and started for privacy reasons.
Provides over 200 distinct metrics to measure and analyse all contact centre activities. Reports cover call volume, agent efficiency, payroll, sales targets, service level agreements (SLAs), and more.
Offers a specialised web interface that simplifies the agent's daily workflow. This page handles call control, session management (login/pause) and more.
Allows supervisors to manage processes in real-time using customisable wallboards and live alarms. Features include live call monitoring (spy, whisper, barge) and detailed activity reports.
Integration with Customer Relationship Management (CRM) systems like Vtiger, SugarCRM or Salesforce to utilise Incoming Call Screen Pop to automatically open the corresponding customer or contact page.
Common questions about our CMX Call Centre.
Our call centre solution supports up to 50 agents with unlimited queues, perfect for a growing business.
Yes! Our real-time wallboard provide live statistics on call volumes, wait times, agent performance plus much more.
Skills Based Routing is a strategy designed to boost first call resolution and improve customer satisfaction by matching the customer's specific need to the agent with the best-suited expertise.
The core goal of Skills-Based Routing is to match the right person (skilled agent) with the right call (customer need) to ensure immediate resolution. This strategy results in increased efficiency, reduced handle time, and higher customer retention, contrasting with random routing which leads to wasted time and transfers.
In our system this is achieved by using multiple queues with a 'Penalty', where queues represent skill categories and lower penalty assignments indicate the agent's higher priority (or skill level) for that particular call type.
If it all seems a bit confusing, dont worry as we work with you to design the best solution.
Note this is an advanced queueing feature so additional charges will apply.
No it is provided by a Loway and is called QueueMetrics. They are well established and provide a robust solution that integrates well with the CMX Telephone system and we have been using for a number of years.
Yes it is connected to a CMX Telephone system which provides all the telephony functionality.
All our CMX Call Centre servers are hosted in Singapore and managed by the vendor. It connects securely to the CMX Telephone system to collect the data for its reporting.
Don't just take our word for it - hear from businesses who have transformed their communications with IPC Solutions
Having worked with IPC Solutions in two other practices, when it came time to open a new practice in Googong NSW the choice of our telephone provider was clear. Their system is very flexible which allows us to make the system work the way we need it to work. IVR reduced wait times for clients as well as saved time for staff by directing calls to the appropriate person. Soft phones allowed us to have staff working from home which was especially helpful during Covid or when staff have been home looking after sick family members. IPC Solutions is excellent. They are first class in product support, proactive in advising of product development and inform us of third-party products that may assist us in improving our work processes. And most importantly, the client is their primary focus and their level of support is first class.
When it came time for MV Law to upgrade our Cisco telephone system and secure a new support contract, the prohibitively high price prompted us to conduct due diligence for other solutions. Our search led us to IPC Solutions, who presented a system that was feature-for-feature comparable but significantly easier to manage, more scalable, and substantially more cost-effective. Since implementing IPC Solutions' system, we've seen remarkable improvements in communication quality and reliability. With their high quality softphone solution, our team can work efficiently from anywhere, allowing us to maintain and even enhance our service standards. I highly recommend IPC Solutions for businesses seeking a reliable and flexible phone system with excellent support. They've been an invaluable partner in helping us maintain smooth and professional communication.
We have been using IPC Solutions for almost 10 years. Our solution needed to comply with strict government security requirements, so Michael designed and implemented an innovative solution, walking us through the process step by step. The team at IPC Solutions not only supports our system but make sure our system evolves with us as our business grows. In the rare event that something goes wrong, IPC Solutions is responsive and can overcome significant obstacles such as a major cable outage that occurred in our area.
At ACOR Consultants, we were dealing with siloed systems, poor call quality, and high administrative overhead. We needed an integrated national system on a familiar platform to drive internal adoption and improve client experience. IPC Solutions crafted a solution that fit perfectly within our Microsoft Teams environment. Their robust, flexible, and cost-effective system, alongside their genuine interest in our needs, made the transition smooth and their open communication and transparency throughout the process was refreshing. Since implementing their solution, we've noticed remarkable improvements including and managing telephony within Teams is now seamless. IPC Solutions truly listens and delivers exactly what we need. Their ongoing support exceeds expectations, keeping everything running without a hitch.
We first dealt with IPC Solutions when we desperately needed help during our pharmacy relocation. Our previous system administrator had tried to provision VoIP telephone services but it was very expensive and achieved very little. IPC Solutions took that expensive problem & rectified it by getting our new VoIP services working on the already purchased Cisco phone hardware. As our business requirements develop & change, we continue to customise our telephone services on a flexible basis. We enjoy call quality & reliability that is excellent and service is on tap. I recommend Michael Knill & IPC Solutions to anyone wanting a customer focused service provider who is knowledgeable, flexible, reliable, trustworthy & value for money.
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