The iPXChange Contact Management Suite or ICMS is an application suite designed for contact centers, sales and marketing outfits, survey groups, transcription businesses and enterprises which can take advantage of a fully integrated contact management solution. iCMS is a modular solution that offers both flexibility and scalability so that you can initiate small implementations at the onset and then grow rapidly in the next few months without having to worry about duplicating investments. It perfectly responds to the challenges confronting existing and emerging enterprises because it addresses key issues related to increasing customer experience, establishing strong market presence and developing sustainable market share.
The ICMS Interaction Center or IAC is the heart of the iCMS application suite. All ICMS applications plug in to the IAC making the solution very flexible and highly expandable. The IAC supports the IP communication features of the ICMS suite. All dialing and receiving functions are done through a SIP softphone incorporated within the IAC application.
The iCMS architecture is built in a way that you can initially purchase needed applications and add others as you require them in the future. The IAC as a standalone can function as a basic customer interaction center with features such as a built-in SIP softphone, Instant Messaging client, contact list, progressive dialing functionality, calendar, approvals module, browser , email client and widgets used to assist in the calling process.
IAC supports features fit for front liners, agents, and office employees wanting to conduct telephone activities using a single dashboard.
The enhanced version of IAC which is IACe is designed for supervisors and managers so they can create and manage policies for an operation. All the features of IAC plus management features make IACe an integral part of iCMS.
IACe has features fit for supervisors and managers who define the activities and policies of a campaign.
What is the difference between IAC and IACe? IAC and IACe is the same in terms of basic functionality but differ in management capabilities. IAC is basically for frontliners, agents, and users that run and perform created campaigns managed by the supervisors and managers through IACe.
Below are the Application Components of ICMS:
ICMS IAC - function as a basic customer interaction center with features such as a built-in SIP softphone, Instant Messaging client, contact list.. etc.
ESLogix - an enterprise sales force management application that enables sales managers and agents to monitor and manage the entire sales process.
MessageWorx ME – an application for fax, voice, and email blasts.
QStats - a survey application used in telephone or personal interviews.
iSharx - a data collaboration and file management system.
QLogix - is a CRM application built with inbound/outbound capabilities.
VoiceLogix – an engine that does call analysis, restoration and back-up of audio files.
Dial Edge – a predictive dialing engine that automatically dials contacts, identifies a human response and distributes it to assigned agents or a queue.
CoreTex - is a comprehensive visual monitoring and management tool. Supervisors can monitoragents through a visual cockpit and can do coaching through its barge-in and whisper capabilities.
CMetrix - a performance management application which monitors and manages agent performance as well as call process metrics
Contact Management
making the solution very flexible and highly expandable. The IAC supports the IP communication features of the ICMS suite. All dialing and receiving functions are done through a SIP softphone incorporated within the IAC application. 
