Case, Issue and Inquiry Management for Service and Support
Your ability to differentiate is as strong as your foundation. Our ePowerCenter™ solution is the basis of world-class service and support operations. It delivers comprehensive capabilities without adding complexity.
Your agents, supervisors and management team work from a single interface within a unified solution to intuitively handle, track and report customer issues across multiple channels.
You gain the flexibility needed to manage an endless variety of issues and needs. Real-time access to answers and customer data is simplified. Automated processes streamline data capture and issue handling. The steps to resolution are decisive and complete. Backend inefficiencies are corrected.
With ePowerCenter, your agents are no longer taxed with accessing multiple applications in search of answers. They maintain a continual focus on your customers' needs and issues. Satisfaction and resolution rates sharply rise, while costs decline.
Our ePowerCenter solution enables you to manage complaints, questions, issues, and adverse events from: consumer and customers; constituents; employees, students; citizens; business partners; franchisees; and more.
Overview
Our case and issue management solution
With ePowerCenter as your service foundation, your agents have the tools and information they need to efficiently and effectively handle cases, interactions and tasks—whether originating in the call center or through an email, Web form, or chat.
Challenging resolution processes are executed with ease and consistency. Your agents have fingertip access to critical information, guidance and collaboration tools. Guesswork is eliminated. Agents are guided to capture the critical details you need to improve and protect the business.
Complaint follow-up is easy and immediate. Business-rules-based actions and workflow automate numerous manual processes. You recover countless hours spent writing letters and emails, sending out forms, and following up on issues. Adherence to policies is assured. And as your needs change, information and processes are managed and updated through straightforward configuration tools.
Extensive reporting takes place automatically or on–demand. You easily create reports to measure performance and gain insight into case trends. Your managers are informed of the most common customer complaints and requests, so they can quickly drill down to identify the root cause(s) and prioritize areas for corrective action.
Capabilities
Highlights of our case and issue management capabilities include:
Enables agents at all levels to handle cases, interactions and tasks with efficiently and ease. ePowerCenter's intuitive agent-facing capabilities include:
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ePowerCenter pre–populates customer information based on phone number or email address. It presents agents with a comprehensive view of the customer's interaction history across all channels. This enables your agent to recognize and understand the customer right away.
The interaction begins with a quick verification of their information and acknowledgement of their relationship with the company, and immediately progresses to their issues and needs. Customers like the confirmation that they are remembered and appreciated.
ePowerCenter also accommodates capturing and leveraging 'special' information like birthdays, favorite items, and more. These details always surprise and delight your customers when mentioned.
ePowerCenter enables agents to drive home a quality experience with a personalized follow-up letter or email. It equips representatives with pre–approved responses and templates, while enabling them to incorporate personal details that make the customer feel special.
Shortcuts, intelligence and automation work together, ensuring that you capture the critical information needed to improve and protect your business. The solution includes the following capabilities:
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Configurable workflow and business rules automate processes to reduce costs and improve operational efficiency. Implement fully customized workflow rules based on your business requirements.
Expedite resolution by routing each issue through the appropriate process and/or to the proper department/person for action or resolution. Sensitive or FDA–required processes are configured to require a digital signature. Capabilities include:
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Mitigate risk, reduce loss and minimize the impact of adverse events by alerting key stakeholders of emerging problems. Maintain detailed documentation every step of the way. Key capabilities include:
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Easily create detailed and actionable reports—on demand or automatically—that help you and other enterprise managers identify when and where problems arise in your business processes.
ePowerCenter features a robust reporting module that includes graphical, statistical, normalized and verbatim reporting. It includes standard report templates that are easy to set up, run and distribute, while providing you the flexibility to generate reports using any of the ePowerCenter fields. You can:
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With the addition of our RealDialog Agent Assist, your agents enter questions and receive correct responses and guidance, increasing effectiveness and resolution rates. Share knowledge among agents and directly to customers.
ePowerCenter integrates seamlessly with Interactive Intelligence's CIC platform , offering you a completely integrated, multi–channel/multi–media CTI platform that greatly increases efficiency and effectiveness.
You can also proactively broadcast communications to consumers through ePowerCenter. Reach large or very specific customer groups to reinforce their value to the company. When proactively contacted about an issue that is important to them, they feel highly appreciated.
Benefits
Our case and issue management solutions bring numerous benefits, including:
- Captures the critical information you need to improve and protect your business
- Automates numerous processes to reduce costs and improve operational efficiency
- Mitigates risk and protects your company against loss
- Provides real-time insights into your organization's operations and performance
- Drives continuous improvement, innovation and profitability
Next steps:
Download a brief overview of our ePowerCenter solution
Download our success story: Scotts Miracle-Gro—Fire Ants Ignite Sales at Scotts Miracle-Gro
Download our case study: British Airways Global Customer Relations Program Takes Off with Astute Solutions' ePowerCenter
Download the Aberdeen Group benchmark report: The Intelligent Contact Center: Increasing Multi-Channel Visibility
