Overview
EasyRun began designing accounting and call reporting solutions in 1991. In 2001 the company released and started selling its EPIC contact center products. EPIC was quickly recognized by customers and resellers as one of the most powerful, intuitive, cost effective, and user friendly products in the industry. The EPIC solution has been OEM’d, private labelled and sold by major telephony resellers such as ShoreTel and 3Com and has been installed in over 3000 customer locations worldwide. 3Com sold the product under the private labels of EPICCenter and eXchange.
In 2009 EasyRun released EPICAcce its first stand-alone, appliance based, end to end VoIP telephony solution. EPICAcce bundled EPIC with a Linux OS and an open source PBX management solution to deliver a powerful, multimedia solution based upon open systems. EPICAcce represented the first Enterprise Grade Contact Center that could be connected via SIP technology to existing legacy or VoIP telephony systems. This flexibility and software bundling allows EasyRun customers to add a full featured contact center to their existing telephony infrastructure without having to make major changes to their existing telephony infrastructure.
In March of 2011 EasyRun announced GA of EPICx. EPICx retains the features and benefits of EPICAcce but adds a powerful and intuitive Telephony Management System designed and powered by ScopServ. The ScopServ GUI allows users to manage the PBX and telephony functionality of the system quickly and easily.
Customers needing full end to end telephony functionality including an award winning PBX, with an integrated multimedia contact center can now deploy EPICx to deliver all their telephony and communication needs. Those customers who have an existing legacy or VoIP PBX can still deploy EPICAcce to deliver advanced contact center functionality.
Multimedia Contact Center
EasyRun designs and sells award winning EPIC multimedia contact center solutions. In contrast to call centers, contact centers represent essential robust multimedia contact points between companies and their customers. Contact centers allow customers to choose between telephony, email, and chat customer contact options. This allow companies to track and manage time in queue, make intelligent and sophisticated routing decisions for their customer contacts, and help minimize call abandonment. It allows companies to maximize return on investment within its agent base and to ensure that staffing adjusts dynamically to demand.
EPIC detailed historical, real time and cradle to grave reporting allow organizations to easily, and quickly measure contact center resources and to adjust to changing business demands. EPIC contact center solutions integrate seamlessly with customer CRM solutions and can easily blend inbound and outbound calls to manage sales campaigns and customer order processing. EPIC is recognized by our customers and resellers as the most intuitive, flexible and easy to use contact center in the industry.
See why over 3000 customers worldwide depend on an EPIC solution to help manage their bottom line.
The product (which runs on the Linux Operating System) delivers:
- 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.
- A full featured VoIP layer that provides a comprehensive voice infrastructure supports SIP hard and soft phones for agents and standards-based interfaces to other company.
- Outbound dialers that support either progressive or predictive algorithms as well as preview options.
- Full call recording capabilities – priced well below industry averages.
- Cradle to Grave reporting capabilities which allows managers to trace, capture and report on call process flows from the second they enter the ACD until the call is terminated.
- Comprehensive control and monitoring capabilities directly from the supervisor screen.
- Activity trend monitoring within the contact center, delivering detailed historical and real-time statistical data on contact center activities.
- An intuitive 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.