ePowerCenter is an award-winning contact center automation solution specifically designed to address the unique needs of a B2C contact center. It provides all the functionality needed to ensure high-touch, high-quality interactions in a multi-channel, consumer-focused environment. Moreover, it provides the rich user interface contact center agents need, in a zero footprint, fully-translatable, browser-based software solution.
With ePowerCenter contact center agents can view, manage, and process all interactions through a single, intuitive user interface. It enables on-site and remote contact center representatives to consistently provide exceptional, relationship-building service to consumers on each and every contact--whether via telephone, e-mail, fax, mail, survey response, chat and web inquiry.
ePowerCenter quickly identifies anonymous and known consumers through a comprehensive and configurable search engine that searches white pages listings, previous caller interactions, and even proprietary company data sources, thereby enabling agents to personalize each interaction from the moment the call begins. With seamless integration to telephony and data systems, the right information is provided to agents at the right time through configurable screen pops, searchable knowledge bases, and embedded links to external information systems. |
