Consolidate your tech stack into a single, integrated, and natively developed CCaaS platform. Integrate Routing, IVR, Chat/Email/SMS/Social interaction, Recording, Quality, Workforce Management, Performance Management, Back Office, and Surveys underpinned by the latest AI engines. Reduce operational costs, boost agent satisfaction, and create delightful customer experiences with one unified CCaaS platform.
NICE WFM (formerly IEX) improves Scheduling and Forecasting accuracy, and ensures agents are in the right place at the right time. ICS hosts IEX in a single or multi-tenant cloud, and delivers AI Forecasting with every deployment. Instead of looking back 13 weeks, AI Forecasting uses the prior 36 months to provide accurate predictions. Easily integrate with payroll to reduce system management for vacation and time off. IEX SmartSync enables data access for external dashboards and advanced reporting. IEX has dominated the Gartner Magic Quadrant for 13 years! Deploy within 30 days and see immediate results.
ICS recording solutions provide Analog, Digital Radio, and ACD recording, and offer Encryption, PCI Compliance, and Redundancy. Recording solutions can be deployed 100% on premise, in a hybrid model where recording takes place on-premise with applications in the cloud, or 100% in the cloud. When paired with Quality Assurance tools, Recording and QA improve agent performance, customer service, and agent retention. Adding Speech Analytics infuses QA with sentiment and intent insights that deliver actionable intelligence for both agent and customer journey improvement.
ICS delivers both Attended and Unattended Automation. Attended Automation provides a robot for each employee that mimics human activity to eliminate mundane, routine tasks. Desktop tasks such as a keyboard click or tab opening – or even multi-step triggers – activate the robot. For example, an attended bot can automatically populate a form or provide the agent with links to data and real-time, best-action guidance when a customer opens a new account.
Unattended Automation runs in the background and automates any task. For example, a prioritized call or support case can automatically generate a follow-up email.
Automation powerfully improves efficiency and scales operations. Perform repetitive tasks faster with better accuracy, and enable agents to focus on customer experience rather than processes.
ICS can extract encrypted and unencrypted files, move them to a location of your choice, and provide retention to ensure playback that meets your business and compliance needs.
AI makes your contact center more efficient. For example:
• Summarize a customer service interaction and add the notes to a CRM record. Eliminating agent note-taking, and significantly reduce after-call work (ACW).
• Proactively offer guidance and suggestions during an interaction to help agents successfully upsell or cross sell to increase sales.
• Present helpful information to an agent based on the interaction content. Reduce Average Handle Time (AHT).
• Present remedies such as discounts based on customer sentiment, and increase customer satisfaction.
• Offer self-service opportunities on your website via chat, email, SMS, and social media. Reduce average cost-per-customer and improve first call resolution (FCR).
AI elevates contact center solutions in endless ways. ICS helps identify the most effective ways to leverage AI in your contact center.
Customer Support
Customer support is the backbone of ICS service delivery. All deployments accompany a customer support program to ensure system up-time and reliability. US-based ICS staff, Tier 1-3 engineers work directly with you on your channel of choice and manage manufacturer escalation when required.
Professional Services
ICS Professional Services accompany every solution purchase. Project managers, implementation engineers, cloud engineers, trainers, and integration experts make up the ICS team that ensures a successful project.
Since 2007, ICS has been a certified NICE Systems partner that delivers NICE Engage, NICE IEX, NICE Uptivity, and NICE CXone services fast and affordably. ICS offers stand-alone Professional Services on the entire NICE portfolio with more than 200 combined years of NICE corporate experience.
Managed Services
Let ICS do your heavy lifting. Certified ICS engineers support industry-leading solutions, and have faced thousands of technical challenges. ICS can solve problems fast. ICS customized Managed Services contracts cater to your system, administrative, and operational needs to ensure your contact center runs smoothly.
Dedicated Engineer
Add an ICS engineer to your support team. Dedicated ICS engineers reduce time to resolution, off-load your staff, identify issues before they arise, and ensure your system operates at peak performance. From Technical Account Managers to Customer Support engineers, ICS dedicated resources can augment your IT staff.
Moves, Adds, Changes (MACs)
Available in block time engagements and Managed Services models, ICS can manage moves, adding licenses, and work with other changes required related to your operational management. Whether it be a short- or long-term engagement, ICS is there when you need help.
WFM Staff Augmentation
Short-staffed? Need extra support? ICS offers short- and long-term engagements to perform system administration and other workforce planning activities as part of our Managed Services.
Workforce Management Consulting
WFM is complex, but a properly designed solution delivers exceptional workforce engagement results. ICS WFM consultants are IEX experts who conduct health checks, promote best practices, offer design and operational guidance, and ensure that you optimize your WFM solution. Available as a subscription or block-time engagements.
Customers want clear, courteous communication; support agents want the same, but they need better tools to quickly access information to solve customers’ problems. ICS is at the forefront of customer experience (CX) technology. By enhancing the customer experience, ICS improves customer retention rates, increases customer referrals, reduces marketing spend for new customers, increases profitability and adds value to brands. We seek to work with “authentic” brands – that is, companies that share our interest in improving customers’ lives and the customer experience.
