iPECS eCSM

The on-premise call analytics tool that helps you strive for perfection

Gain valuable insights into your customer interactions with call statistics management. Build productivity into your everyday with a best-in-class customizable reporting, analytics and resource management application.

Benefits

Deliver even better

Forge a culture of continuous improvement with rich, customizable analytics. Get details on the KPIs that affect your business and customers so you can strive to improve on what matters. Display metrics live on a wallboard to keep agents motivated to deliver the best service.

Analyze with ease

Enrich analytics easily with simple installation, a straightforward interface and quick configuration. Schedule automatic reports for whenever you need, or view in real time for instant readings of capacity and performance.

Improve efficiency

Customize the reports you need to measure and improve resources efficiency. See when you’re busiest and allocate resources as needed. Use call tracking to see where failed calls were terminated to spot problems and create solutions.

Key Features

  • Statistics on extension and trunk utilization
  • Wallboard and dashboard for real-time monitoring
  • Call trace details
  • Customizable reports with detailed statistics

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