EPICAcce
EPICAcce is a multimedia blended contact center (offering both inbound and outbound functionality) designed to help organizations quickly respond to customer requests through telephony, VoIP, email or chat. When customers contact a company for services EPICAcce intelligently routes (through customer defined algorithms and IVR) the request to a user defined agent group that can respond to the request in a timely and professional manner. It also allows organizations to design and implement outbound campaigns that can be linked to CRM data content.
EPICAcce allows organizations to reduce, monitor and manage customer hold times, time in queue, and abandoned calls. It offers powerful real time and historical reporting tools that allow contact center managers to manage and optimize contact center resources in real time. EPICAcce is available as software only or can be preloaded on an EasyRun appliance. It is available in introductory and advanced versions and migration between these versions is simple and painless. EPICAcce offers enhanced communication capabilities, is easy to install and delivers immediate ROI through dramatically increased Contact Center and communication efficiencies. It comes with a robust set of implementation tools which allow rapid and seamless implementation.