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IPCS - IP Switchboard and Call Center Solution

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IPCS - IP Switchboard and Call Center Solution

Karel IPCS, which can be used as a basic IP call center and telephone switchboard in small and medium-sized enterprises, provides quality and uninterrupted communication from anywhere with internet access.

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Karel IPCS, which offers flexible communication solutions to your business, allows you to communicate with your customers on external lines via supervisor and call center operators and IP subscribers.
Karel IPCS, which has features such as web-based interface, fast and flexible call distributions, integrated voice recording, effective operator management, break tracking, increases the efficiency of your business processes and customer satisfaction.

  • Features

    • Capacity

      With Karel IPCS, up to 8 call center operators and 1 supervisor can be defined. In addition, up to 60 external lines and up to 100 IP subscriber support can be provided with the product.

      With Karel IPCS, up to 8 call center operators and 1 supervisor can be defined. In addition, up to 60 external lines and up to 500 IP subscriber support can be provided with the product.

      Unified Audio Recording

      Calls made with customers are automatically recorded with Karel IPCS. In this way, the quality of service can be measured and possible disputes can be prevented as well.

      Mini CRM

      With the Mini CRM application, operators can easily record calling customers and call notes and information in the customer database on the system in order to be able to use them in further calls. The callers' information can be instantly displayed by operators via automatic pop-up screens.

      Rapid and Flexible Call Distribution

      With Karel IPCS, calls are quickly received, distributed via the previously preferred method, and answered by the most appropriate operator for the calling customer. Different distribution scenarios such as balanced, random, sorted, scored, circular, personal and VIP may be used. Flexible call distribution minimizes the waiting periods of the customers.

      Web-based Interface

      System with a web based, user-friendly interface displays statuses of all responded calls on the web screens of the computers of the operators. Main features are integrated to a minimum number of screens without causing a disturbance. All basic call operation can be completed from anywhere and at any time via web interface.

      Active Operator Management

      All actions and operations performed by the operators can be monitored by the call center manager (supervisor), intervened instantly by the same when required, and can be reported in detail. Supervisor can listen to an operator he/she selects or all operator with a specified order, and intervene the call so that he/she will not be heard by the customer when required.

      Break Management

      With Karel IPCS, log-in and log-out actions of the operators in the system can be reported.

      Web-based CRM Integration

      With the Karel IPCS product, which can be integrated into the web-based CRM system used by the enterprise, all the information about the caller recorded in the CRM system can be automatically displayed on the computer screen without any extra effort from the operator.

      Web-CM Integration

      The Karel IPCS product, which can work compatible with Karel stations equipped with Web-Cm feature, provides enterprises with the respective additional reporting support to the call traffic via the station and offers accountability in terms of cost/pricing of calls.

      Attendant Reports

      Reports for the number of incoming calls, break records, operator summaries, operator records, operator performance and operator external call regarding the operators working in the call center can be taken by the supervisor. Thanks to these reports, operator performance can be instantly monitored.

      Incoming Call Reports

      General performance related to the calls received by the call center can be examined in detail by the report for the number of incoming calls, the incoming call duration report, the incoming call summaries report and the report for the number of incoming call by city.

      Cancelled Call Reports

      Situations where customers end their calls without connecting to operators can cause companies to miss potential opportunities. With the Karel IPCS, the cancellation number list report and the cancellation detail report can be received for such calls, and it is possible to return the missed calls.

      Queue Reports

      Queues are one of the most important factors that affect the performance of the call center directly in the press. With the Karel IPCS, supervisor can receive the report for the calls hold in the queue, the queue waiting time report, the queue length report and the report for queue summaries from the system. Thus, preventative and corrective measures can be taken by monitoring the queue performance.

      Safety

      Thanks to the Firewall and Attack Control software delivered with the system, it provides increased security.

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