ePowerCenter: Comprehensive CRM Solution for Consumer-Focused Call Centers

Overview

The Challenge

Today’s business-to-consumer (B2C) contact centers operate under conflicting objectives. You are service expeditors and company ambassadors. You’re charged with handling large volumes of interactions in a high quality manner, while minimizing costs. Solving problems, building loyalty and generating revenue are the anticipated outcomes of your efforts.

With every interaction, contact center agents are managing variables on the fly. They assist customers and unknown or anonymous consumers across multiple channels. Relevant data may or may not exist somewhere among company databases.

Regardless of how the consumer chooses to communicate with your company, agents must be informed and prepared to answer questions quickly and accurately, address their issues in a positive and professional manner, and turn the event into a positive experience.

At the same time, they must capture all of the right details, follow-up properly, and ensure they are acting in accordance to company policies and procedures.

Meanwhile, your department is bombarded with requests from executive management, marketing, product management, quality assurance, and R&D to produce reports around customer issues, complaints and requests.

Accomplishing all of this—while dealing with the constant pressure to cut costs and do more with less—calls for capabilities your average contact center or case management software solution simply do not have.

The Perfect Fit for Consumer-Focused Companies

ePowerCenter bridges the gap between your two roles. It dramatically enhances the quality and efficiency of contact center interactions, improves consumer relationships, reduces costs, and provides your organization powerful insight into the voice of the consumer.

Contact center agents provide exceptional service to consumers during each and every contact—whether via telephone, e-mail, fax, mail, survey response, chat or Web inquiry. They can view, manage, and process all interactions through a single, intuitive user interface.

At their fingertips, your agents have 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.

And 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.

Capabilities

ePowerCenter's capabilities include:

• Comprehensive, Cross-Channel Agent Portal—Greatly increases agent productivity and satisfaction. They handle cases, interactions and tasks with efficiently and ease.
  
• Unified Knowledge Platform—Improves speed of response and issue resolution by providing instant access to key information and resources across the enterprise.
• High-Touch, Emotionally Intelligent Service Enablers—Empowers agents to deliver personalized experiences that enhance the customer relationship during and after the interaction.
• Advanced Workflow and Business Rules Engine—Configurable workflow and business rules automate numerous processes to reduce costs and improve operational efficiency.
• Streamlined, Intelligent Data Capture—Shortcuts, intelligence and automation work together to ensure you capture critical information for improving and protecting your business.
• Alerts, Notifications and Audit Trails—Mitigates risk, reduces loss and minimizes the impact of adverse events by alerting key stakeholders of emerging problems and maintaining detailed records every step of the way.
• Actionable Customer Insight Reporting—Easily create powerful and actionable reports—on demand or automatically—that help managers across the enterprise drive improvement, innovation and transformation.
• Exceptionally Flexible, Point-and-Click Configuration and Administration—Gain the comprehensive capabilities you need and bypass the expense of add-on modules and customization. Configure the solution to your changing business needs, without programming or IT involvement.

Benefits

ePowerCenter brings numerous benefits, including:

• High-touch, personalized experiences boost customer retention and inspire advocacy
• Increased agent productivity and satisfaction
• Automated processes reduce costs and improve operational efficiency
• Instant access to key information and resources accelerates speed of response and issue resolution
• Alerts and notifications mitigate risk, reduce loss and minimize the impact of adverse events
• Enhanced data capture and quality improves and protects your business
• Actionable customer feedback drives improvement, innovation and transformation
• Exceptional flexibility and configurability enable fast ROI and low total cost of ownership