IPCC Mobile Agents

Unanswered Question

Currently, we are using Aspect ACD with ICM 7.2. We are thinking about replacing Aspect with IPCC. We have about 450 agents who work from home. We would like to implement IPCC Mobile Agent for those agents. Has anyone else implemented IPCC Mobile Agent for their call centers? What is the agent experience related to Mobile Agent? I am also looking for info concerning Agent live monitoring/recording and work force management software implementation with IPCC.


Thanks for help..


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Riccardo Bua Wed, 08/27/2008 - 07:20

There are some customers running mostly all their agents as being mobile ones, no particular issues reported so far.


Please check on the available partners list for the right WFM and recording solution.


Regards,


Riccardo

khambetea Wed, 08/27/2008 - 11:23

For call recording/ monitoring - Verint has a solution that works with IPCC. I have seen this solution. There can be some issues with continuous call recording for transferred calls if the scripting makes these as two calls. They have WFM support in their new version. I have not used that yet but I hear this is blue pumpkin acquisition.


So far as WFM - have seen IEX integrated with IPCC enterprise. This needs an adapter which basically pulls data from ICM into flat files and dumps it to specific location on IEX Unix server.

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