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EPICAcce represents a comprehensive VoIP Contact Center solution designed to control, manage, monitor and support multi-media blended inbound/outbound corporate communication channels. The Product is PBX agnostic, offers advanced communication capabilities, is easy to install and delivers immediate ROI through dramatically increased contact center efficiencies. It comes with a robust set of implementation tools which allow rapid and seamless implementation. EPICAcce bundles a full feature multimedia contact center with a robust open source voice solution. The product (which runs on the Linux Operating System) delivers:
EPICCenter is a best of breed full featured multi-media Contact Center solution. It allows organizations to control and monitor the interaction, distribution and call handling activities of the Contact Center. EPICCenter supports universal queuing and encourages a blended working environment. It is comprised of a group of complimentary software modules, detailed individually below. The Products' open architecture and rich toolkits enable quick and elegant integration with CRM, and Work Force Management systems. It allows transparent information retrieval from business applications and/or external databases. EPICCenter allows management of all these capabilities through a single intuitive administration interface. EPICCenter's modular architecture and intuitive interface allow users to modify and personalize the functionality and structure of their Contact Center easily and quickly. Its functionality and ease of use deliver a superior level of service to both the Contact Center (internal efficiencies) and its customers. The Product line supports both legacy and IP PBXs. EPICCenter features include:
Historical Reports A wide variety of user-friendly reports is available to reflect both agent and contact center activity. The system provides an extensive range of predefined templates that allow users to quickly generate the most commonly needed reports. EPICCenter also gives authorized supervisors the ability to design custom reports. All reports offer multiple viewing options and are exportable into a wide range of file formats. Browser based reports can be generated through a secure Internet connection. EPICCenter Modules EPICBase - is a powerful inbound Contact Center module that supports multiple routing options for calls, a powerful IVR engine and the optional integration with third-party applications and databases. Routing options include skills based routing, routing by customer value and the ability to route by business rules and logic. The flexibility and variety of options allows creating multiple and unique experiences that can be tailored to meet individual customer needs. Extensive self-service applications can be constructed within the IVR engine allowing improved customer service while saving organizational time and revenue. EPICEmail - EPICMail allows the routing of inbound e-mails and faxes using the same routing methods used to route regular voice calls. Basic capabilities include:
EPICWeb - A Web module that allows the implementation of Web and chat functions. EPICWeb allows agents to provide real time customer assistance filling out forms, such as shopping carts. The module supports Web chats and makes it possible for the agent to use predefined scripts to answer some of the most frequently asked questions. EPICWeb also supports Web collaboration via push and pull technologies, so that agents and customers can share relevant Web pages. Basic capabilities include:
EPICDialer - Outbound and blended campaigns are used to augment marketing and relationship management processes. EPICDialer supports the creation and management of both progressive and predictive campaigns. It employs sophisticated algorithms to assure efficiency and service levels while complying with federal and state regulations. EPICDialer features include:
End User Applications EPICAdmin - This administration application enables authorized supervisors to define parameters for different system entities (agents, groups, skills) as well as easily modify these profiles. EPICAdmin features include:
EPICVisor - is a powerful Management Information System (MIS) providing a series of applications which include:
EPICAgent - is a smart MS-WindowsT-based application that provides agents with several time saving and information sharing capabilities. EPICAgent's tool bar provides the agent with an intuitive interface that can be customized by the administrator to contain the most frequently used features. The tool bar was designed to stay on top yet be small enough to use with other applications. A variety of telephony functions can be operated from the agent's monitor such as:
EPICLite EPICLite (which is a logical and functional subset of EPICCenter) represents a comprehensive, routing and management system designed to control and monitor the interaction, distribution and handling activities of the ACD. EPICLite provides contact center supervisors with a powerful tool that allows them to:
EPICLite supports both legacy and IP PBXs and allows seamless and simple migration to the full EPICCenter product. Product features include:
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