ePowerCenter™

With ePowerCenter contact center agents can view, manage, and process all interactions through a single, intuitive user interface. It enables on-site and remote contact center representatives to consistently provide exceptional, relationship-building service to consumers on each and every contact--whether via telephone, e-mail, fax, mail, survey response, chat and web inquiry.

ePowerCenter quickly identifies anonymous and known consumers through a comprehensive and configurable search engine that searches white pages listings, previous caller interactions, and even proprietary company data sources, thereby enabling agents to personalize each interaction from the moment the call begins. With seamless integration to telephony and data systems, the right information is provided to agents at the right time through configurable screen pops, searchable knowledge bases, and embedded links to external information systems.

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Other key benefits include:

• Unified view of customer data across the enterprise
• International “language of the caller” configuration and full translatability
• Increases agent productivity and streamlines workflow across all channels of communication
• Provides agents and customers “anytime, anywhere” access to information and key resources
• Unified customer interaction database ensures that any agent can be quickly informed of a caller’s history and address their issues without redundant information collection
• Provides increased levels of security and control for regulated industries
• Improves reporting and data distribution throughout the organization through comprehensive end-user and supervisor "out-of-the-box" reporting
• Easy to use custom report writing and generation
• Improves marketing and sales with survey and email distribution and tracking
• Superior order entry and management