Products | EPICx Contact Center

EPICx Contact Center

EPICx Contact Center is EasyRun’s standalone, enterprise grade, multimedia, blended contact center solution designed for enterprises looking for a powerful enterprise grade telephony and contact center solution with up to 350 agents, full recording capabilities and blended inbound and outbound functionality. Like EPICx Office EPICx Contact Center can be installed as a standalone PBX, a standalone contact center or an end to end telephony solution.

EPICx Contact Center 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 the capability for automated services and flexibility in deployment.
  • A complete VoIP layer that provides a comprehensive voice infrastructure, supports SIP hard and soft phones for agents and standards-based interfaces to other company PBX’s - as well as to the CO.
  • An outbound dialer that support either progressive or predictive algorithms as well as preview options.
  • Cradle to Grave (C2G) 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. Agent activity including non-ACD calls information is collected.
  • Call recording – integrated call recording allows agent conversations to be recorded automatically or on the fly into .wav files that can be played individually or correlated to Cradle to Grave reporting information.
  • Real time activity trend monitoring that delivers 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.
  • A single advanced GUI management application allows users to quickly manage, configure and maintain the Telephony and contact center functionality.
  • Historical reports can be easily customized and exported in a variety of formats for advanced report analysis.

Telephony Management GUI  (sample screen shot)

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