EPICAcce
Next-Generation Call Center for Businesses of Any Size
The EPICAcce appliance is perfect for a small to medium call center. Capable of acting as PBX for the entire corporation, it can handle up to 50 users.
In larger installations, the same software can be installed on standard server hardware from Dell or HP, allowing support of up to 200 users or better integration with existing hardware.
Finally, for true enterprise-grade call-center support, EPICCenter can be deployed and integrated with an HP VCX, giving all the reliability of VCX with the advanced queuing and call routing of EasyRun.
Features
- A set of sophisticated intelligent routing mechanisms designed to compliment and optimize multi-media Contact Center environments
- An integrated Interactive Voice Response (IVR) solution set that provides extensive capabilities for automated services and flexibility in deployment
- A full featured VoIP (Asterisk based) layer that provides a comprehensive voice infrastructure, supports SIP hard and soft phones for agents and standards-based interfaces to other company PBX’s - as well as to the CO
- Outbound dialers that support either progressive or predictive algorithms as well as preview options
- Full call recording capabilities
- Cradle to Grave capabilities which allow the product to trace, capture and report on call process flows from the second they enter the contact center until the call is terminated
- Comprehensive control capabilities directly from the supervisor screen
- Activity trend monitoring within the contact center, delivering detailed historical and real-time statistical data on contact center activities
- An intuitive Graphical Call Control Script (GCCS) which allows easy implementation and maintenance of interactive call flows
- Seamless and intuitive integration with existing company databases and CRM applications
More details »
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