ePowerCenter dramatically improves the quality and efficiency of contact center interactions, enhances consumer relationships, reduces costs, and provides your organization powerful insight into the voice of the consumer. It enables your agents to view, manage and process all interactions through a single, intuitive user interface. The solution provides essential knowledge, data and tools needed to resolve complex issues and deliver high-touch service. Complex processes are streamlined. In addition, ePowerCenter guides your agents through the issue at hand, ensuring that they take the right actions and capture better information.

RealDialog is a knowledge management and self-service solution that enables your Web site visitors, contact center agents, employees and partners to ask a question in their ‘natural’ language - and receive the specific answer, paragraph, Web page, file or place in a document where the answer resides.

Through a “virtual expert” accessed via their CRM desktop application or Web browser, RealDialog Agent Assist provides your contact center agents with immediate, accurate and consistent answers to questions. It delivers interactive guidance for resolving issues as they interact with customers over the phone, via email, or through a chat session. New and tenured agents alike handle contacts and resolve issues more quickly—at a higher level of quality. Your service costs sharply decline.

Through a “virtual assistant” on your website, RealDialog Self-Service assists customers like an expert agent. It delivers accurate and personalized answers while effectively resolving issues. Whether visitors are on your site for service and support, research, or for purchase; the solution ensures they will have a positive and memorable experience.

Through a “virtual assistant” on your corporate Intranet and/or secure website portal, RealDialog Portal Assist provides your employees and partners with direct answers, documents, interactive guidance, and real-time data from a wide variety of sources. They receive the precise information they need to answer questions, follow best practices and procedures, assist customers, solve problems, and take appropriate action. Productivity sharply rises while training and support costs decline.

Our ePowerCenter™ and RealDialog™ solution suites are available as a service through a high-performance and secure hosting facility. They offer the value, convenience and reliability of world-class SaaS solutions, while addressing your concerns around security, performance, and configurability.

Customer Interaction Center provides extensive multi-channel interaction management, call control, telephony, intelligent routing and queuing, workforce management, automation capabilities, and more. It unifies the operations of PBX/IP-PBX, ACD, IVT, IVR, CTI middleware, fax server, and voicemail systems—all within a single, software-based communications platform. You’ll gain extensive capabilities that enhance the customer experience, boost efficiency and productivity, and reduce costs and technological complexity.

ePowerCenter Interaction seamlessly joins the advanced customer relationship management functionality of ePowerCenter with the Customer Interaction Center unified communication platform. ePowerCenter users gain a single interface with embedded controls for managing and tracking phone, fax, email, and Web-based interactions; managing and viewing status; transferring and escalating calls; and more. They instantly receive information about the caller and case via screen pop and combined case/call transfers. The solution boosts agent and contact center performance for improved customer satisfaction, while simplifying reporting, system management and upgrades.

RecordIQ is a complete interaction recording and monitoring platform that provides a wide range of capabilities such as digital screen capture, specialized recording schedules, performance tracking, complete call logging, and long term archiving—all in a single, software based solution. It fits easily into your existing environment without burdening your resources. And it provides extensive, user-friendly management tools and integration capabilities to record, review, retrieve, and send exactly what you need, when you need it—hassle-free.

ReferralCenter provides issue communication, management and tracking between ePowerCenter users in the contact center and field offices, locations and remote representatives. The solution enables closed-loop service recovery processes as well as highly-responsive service that differentiates your brand.

A detailed discussion of how RealDialog enables superior customer experiences.

A detailed discussion of how RealDialog’s exceptional flexibility enables high return on investment

A detailed discussion of how RealDialog delivers highly accurate answers and delivers tremendous value from day one

A detailed discussion of how RealDialog’s authoring and learning capabilities enable an exceptionally low cost of ownership.

A detailed discussion of how RealDialog’s learning and reporting capabilities provide unique and detailed insight into the voice of the customer.