ePowerCenter™ Interaction: Integrated interaction and issue management

Overview

The Challenge

Your company has likely invested in an array of contact center technologies, including a CRM application, phone system, ACD, email system, IVR, predictive dialer, and call recording system.

But when these technologies aren’t integrated or aligned around your goals, they can wreak havoc on your budget, agent productivity, and customer satisfaction levels.

When agents use separate systems for handling phone, email, chat, and Web form interactions, they must toggle between applications to manage cases, find customer and issue data, and capture the required information. It is inefficient. And to boot, you incur added training costs.

Furthermore, with separate systems there’s no common view of a customer’s interaction history. Agents cannot connect a customer’s email to a call they made on the same issue. And as customers cross channels, they are taxed with repeating their information, which increases handling time and negatively impacts their experience.

Customers’ emails or voicemails may end up in a neglected inbox or queue, so they wait days—even weeks—for a response. Without a common interaction management system, managers have little insight into the overall performance of agents or the contact center.

ePowerCenter™ Interaction fulfills the urgent need for a completely integrated solution for managing contacts, issues and interactions in the most efficient and effective manner possible.

A Comprehensive, Integrated and User-Friendly Solution

ePowerCenter Interaction brings together our ePowerCenter CRM solution with the Customer Interaction Center platform to provide an integrated system for managing and tracking contacts, issues, and phone, fax, email, and Web-based interactions.

It provides an array of new features and capabilities that enhance agent and contact center performance, increase customer satisfaction, and improve reporting.

Capabilities

ePowerCenter Interaction provides an array of new capabilities.

ePowerCenter Interaction enhances the inherent capabilities of ePowerCenter and Customer Interaction Center. It provides an array of new features and capabilities that boost agent and contact center performance, increase customer satisfaction, and improve reporting.

• Embedded call controls — Agents can easily make, pick up, and transfer calls; conference in managers or subject matter experts; receive assistance via instant message; access workgroup directories and status indicators; place calls on hold; and escalate calls—all from the customer interaction screen in ePowerCenter.
• Multichannel queuing and routing — Increase efficiency and responsiveness by queuing customer phone calls, email, Web interactions and faxes through a single ACD engine. Improve first contact resolution by routing interactions based on customer-driven criteria such as subject matter, account relationship, or the customer’s open issue. 
• Screen pop and caller preview — Reduce handling time by automatically searching the customer’s address and interaction history, and screen popping customer information and history to the agent. Reduce data entry effort and errors by pre-populating fields with customer data from previous records and customer-entered IVR data. 
• Combined case/call transfers — Improve the speed of issue resolution by automatically transferring customer and case details along with the call. 
• “Click to dial” — Save time and errors by enabling agents to initiate an outbound call from a case window by simply pointing and clicking their mouse.
• Voicemail and call recording with auto-attachment to case - Gain a more complete record of customer issues and contacts to enhance the value of customer data, enrich collaboration, improve record keeping, ensure compliance, and protect your company.
• Integrated IVR — Customers can seamlessly access real-time information in the CRM database, such as their case or issue status, order status, HR information, and more using personalized IVR, text-to-speech, and speech-to-text capabilities.
• Integrated surveys with auto-attachment to case — Route customers to IVR-based surveys to measure consumer loyalty, pinpoint consumer trends, and identify and troubleshoot emerging problems before they become critical issues

Benefits

ePowerCenter Interaction delivers numerous benefits.

Enhances the customer experience

• Ensures consistent service across all channels
• Routes issues to the best available agent
• Provides self-service tools like store locators, case/issue/order status, and Web callback
• Offers value-added capabilities, customer alerts and reminders
• Minimizes customer hold time and response time
• Minimizes the need for consumers to repeat themselves

Boosts contact center efficiency and productivity

• Simplifies call managementAgents manage phone calls, email, Web interactions and faxes through a single interface
• Reduces handling time by popping customer contact and interaction history
• Reduces data entry and errors by pre-populating fields
• Increases agent productivity through combined case/call transfers and click-to-dial
• Improves management visibility into multiple queues and workgroups at one time
  

Improves first contact resolution

• Assists agents through screen pops, conferencing, internal chat, and suggested responses
• Skills-based routing reduces transfers and escalations

Enhances customer data collection and reporting

• Automatically attaches voicemail and call recording files to a customer’s case file
• Delivers a more comprehensive view of customer issues and communications across the enterprise

Improve speed of response to crisis situations

• Offers an extensive, enterprise-wide customer alert and recovery system by leveraging the underlying communication systems’ notification, self service, case management, and text-to-speech/speech-to-text capabilities

Adapts to new or changing regulations, accounts, employees, products, and business needs with ease

• Accommodates new or changing regulations, accounts, employees, products and services without expensive upgrades or equipment
• Ease of system configuration enables you to make many changes without involvement from IT
• Can be leveraged for numerous internal applications, such as emergency notifications, HR benefits enrollment, shift scheduling, password resets and more.