EPICCenter
EPICCenter is a best of breed enterprise grade multi-media contact center solution. EPICCenter runs on a Windows server. The product has been OEM’d by large solution providers including 3Com and HP Corporations. EPICCenter allows organizations to control and monitor the interaction, distribution and call handling activities of the contact center. The Product supports universal queuing and encourages a blended working environment. It is comprised of a group of complimentary software modules. The Products' open architecture 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 features include:
- A set of sophisticated intelligent routing mechanisms designed to compliment and optimize multi-media contact center environments.
- An integrated Interactive Voice Response (IVR) solution set that provides extensive capabilities for automated services and flexibility in deployment.
- Outbound dialer that support either progressive or predictive algorithms as well as preview options.
- Cradle to Grave reporting capabilities allows managers to trace, capture and report on call process flows from the second they enter the contact center until the call is terminated.
- Comprehensive contact center control capabilities managed from the EPIC Visor application.
- Activity trend monitoring within the contact center, delivering detailed historical and real-time statistics and report data on contact center activities.
- An intuitive, unique Graphical Call Control Script (GCCS) which allows easy implementation and maintenance of interactive call flows.
- Seamless and intuitive integration with existing company databases and CRM applications.
- MS-Windows technology-based.
- Distributed architecture and redundancy options.