Verizon IP Contact Center
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Efficient call routing and network management
IPCC provides significant benefits to legacy contact centers by moving some of the functionality into the network while providing you powerful and flexible routing options as well as management capabilities that can assist with managing your call center environment.
Total call routing control is based on user-defined parameters, permitting high-speed links between a company's Customer Access Point (CAP) and the Verizon Data Access Point (DAP) – giving you on-premises control of your toll-free routing within our network. This can be used to shorten call handling times; automate traffic resulting in balanced loads and; direct calls to other locations.
Traffic can be directed:
- Routing or blocking callers using automatic number identification (ANI).
- Delivery of caller-entered digits from IVR prompts.
- Caller profile routing based on your systems knowledge of CRM.
- Call routing using time of day and/or geographic area.
Network Manager is a Windows GUI application complete with color displays, easy-to-read icons, pop-up windows, and a convenient toolbar. It allows you to easily view your entire network configurations, make changes, or order/activate new features.