A Single, Intuitive User Interface for Improved CRM, Maximized Efficiency, and Reduced Contact Center Costs

Cost savings and greater contact center efficiencies should not come at the expense of the customer experience. The ePowerCenter Customer Relationship Management (CRM) solution is designed to reduce the complexity of your current CRM environment. It works to dramatically enhance the quality and efficiency of contact center interactions, improve consumer relationships, and reduce costs – all while providing your organization with powerful insights into the voice of the consumer.

The ePowerCenter CRM solution offers:

• Case, incident and inquiry management
• Customer relationship and experience management
• Multi-channel interaction management
• Issue management and resolution
• Business process automation and workflow
• Integrated knowledge base and guidance
• Consumer insight reporting

Access the goal solutions guide, Increase Contact Center Efficiency, to learn how we can enable your agents to work smarter, not harder, for more efficient operations and a happier workforce and customer base.

Impress Your Customers with Unparalleled Customer Experiences

Whether via telephone, e-mail, fax, mail, survey response, chat or Web inquiry, ePowerCenter empowers your contact center agents with the knowledge, data and tools needed to resolve issues and strengthen relationships.

Through a single, intuitive user interface they can view, manage, and process every customer interaction. At their fingertips, your agents have the essential knowledge, data and tools needed to resolve issues. Data entry is fast and efficient. Complex processes are streamlined. Agents are guided to capture better information and take the right action for the issue at hand.

Enhance the Quality and Efficiency of Your Contact Center Interactions

Through extensive and highly configurable “out-of-the-box” reporting capabilities, all parts of the organization benefit from the real-time information gathered in the contact center:

• Easily create powerful and actionable reports—on demand or automatically
• Mitigate risk, reduce loss and minimize the impact of adverse events by alerting key stakeholders of emerging problems
• Gain the comprehensive capabilities you need and bypass the expense of add-on modules and customization
• Configure the solution to your changing business needs

Learn more about our case management solutions

Learn more about how we can enable you to deliver differentiated and superior customer experiences in the goal solutions guide, Deliver Superior Customer Experience Across All Channels.

To learn more about our ePowerCenter contact center solution, download a brief overview.