The EPIC Engine:
The EPICEngine is a skill-based router that provides the Contact Center with maximum routing capabilities. The system accesses customer information, during the initial interaction stages, defining the rules by which the interaction is routed. This ensures that the system routes the interaction in the most efficient way, to the agent most suitable to handle it. These easily implemented rules, enable significant improvement in the level of service an organization provides its customers as well as reducing overall cost of ownership.
• Routing Capabilities, Statistical Routing
• Calls in Queue
• Group Workload Distribution
• Blended Routing
• Interactive Voice Response (IVR)
• Voice Over IP
Routing Capabilities
Allows customer inquiries to be routed to the individual or group best suited to resolve the question or issue.
• Skill Based Routing
• Routing according to ANI and DNIS; calls can be routed according to the information supplied with the call from the Central Office
• Routing by information retrieved from the IVR, WEB site or external Database
• Calls can be prioritized and routed to the specific agent or group that previously assisted the customer
The EPICCenter provides an easy to use GUI interface to define the rules and priorities for incoming customer interactions:
• Shift and night service support. Rules can be defined for a specific group within the shift
• All ACD basic routing (Terminal, Circular and Longest Idle Agent)
Statistical Routing
A set of routing rules defined according to statistical information that influences the routing
• Multiple Overflows; expands the number of agents the call is routed to when the predicted waiting time exceeds the threshold defined for the service. The longer a caller in queue waits, the greater the number of agents defined to answer the call. This increases the probability that the customer will receive good service with minimal compromising of the agent’s skills
• Interflow functionality; routes the call to an alternative destination (IVR, VM etc.) if the predicted wait-time exceeds the threshold defined for the service
• The group that can provide the swiftest service
• Target Service Factor (TSF); the call is routed to an available agent belonging to the group with the lowest TSF. TSF is calculated by the number of calls answered within the group’s time-frame, defined by the ASA (Average speed of answer) divided by the number of calls
• Agent Performance; the call will be routed to the available agent whose ratio of calls answered/log in time is the lowest out of all the available agents. This method ensures equal call load between all agents
Calls in Queue
A number of features have been implemented within the system in order to pass the callers time favorably such as:
• A message is played announcing the predicted wait-time
• Music or a variety of announcements are played to callers on hold
• Via IVR prompting, callers in queue can request an agent to call them back
Calls in Queue are routed according to:
• Longest Call Waiting
• Priority Call
• Best Skilled Agent
• Change Skills/Priority: Calls in queue can either be reprioritized or referred to a free agent that does not master the optimal skills for handling the call
Group Workload Distribution
Calls within the group are routed to an agent according to:
• Longest Idle Agent
• Agent Performance
• According to Skills
• The agent that handles the customers previously
- TSF (Target Service Factor)
- Longest wait-time
Blended Routing
Regarding outbound calls. Among the most prominent blending features are:
• Abandoned Calls Call Back: The system automatically calls back the identified abandoned calls (by ANI). This ensures that the client will receive the service required
• IVR Call Back: While in queue a caller can request that an agent returns the call at a particular time via the IVR. This enables the Contact Center to provide sufficient service without increasing the number of agents
• WEB Call Back: A customer surfing the organization’s Website can click on the “Call Me” button and leave a telephone number and the preferred time of contact. This enables the completion of business transactions that can not be finalized on the WEB (such as payment)
• Callers can Request Information via IVR prompting and receive it as a fax or e-mail without agent intervention
• Automatic Dialing from a Customers List: According to a selected customer list from the database, the system will automatically generate calls and connect them to the agent taking into consideration the activities of the Contact Center
• Voice Over IP and Chat: on-line chat requests, including voice over IP requests, can be handled by the center with the same business and routing rules as voice calls
• E-mail Routing: e-mails from customer and prospects can be routed with the same business and routing rules as voice calls. The web and e-mail routing capabilities enable the most skilled agents to handle customers or sales prospects via whatever media they choose
Interactive Voice Response (IVR)
Automated voice prompts/menus and caller input for gathering information on the caller. This component is used to:
• Collect information defining the requirements of an incoming call
• Retrieve data from an external database
• Provide voice messages to callers waiting in queue
• Call back IVR feature
Voice Over IP
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