Astute Solutions Introduces ePowerCenter 7.0
August 20, 2008
Astute Solutions has introduced ePowerCenter 7.0, the latest version of its customer service application designed to meet the demands of the extended contact center.
Customer-centric companies are now seeking ways to extend the role of the contact center to address the immediate needs of consumers, employees and partners; increase revenue and retention; and capture and communicate actionable feedback throughout the organization. But many of these companies face significant stumbling blocks to success without technology designed to support customer-centric business strategies.
“As companies compete for an edge in the market, they are looking at an assortment of technologies to deliver a better customer experience. But in doing so, they face integration and information-related challenges that ultimately diminish the customer experience,” said Astute Solutions President Joseph Sanda. “At Astute Solutions, our goal is to help companies overcome these challenges to create customer advocates through high-value experiences.”
ePowerCenter is a customer interaction and relationship management solution that meets the needs of customer-centric companies. It offers new ways to deliver high quality customer service, while leveraging “voice of the customer” insights to quickly identify and respond to needs, issues, and trends.
Companies will be deploying ePowerCenter 7.0 and its family of applications to: expand to additional interaction channels, improve performance, monitor quality, involve key personnel across the enterprise in resolving customer issues, and reduce interaction costs and complexities.
ePowerCenter 7.0 has more than 400 updates that address traditional business challenges and those of the extended contact center. Among the features available with the customer service application, RealDialog Agent Assist Integration provides agents with a “conversational” knowledge management tool that improves quality and accelerates issue resolution and agent “ramp up”.
Web Chat Integration enables agents to converse with consumers in real-time, while maintaining case information in ePowerCenter. With drag-and-drop responses, the integration enhances productivity and improves the overall quality of chat responses.
Normalization Reporting enables organizations to generate reports that display the number of issues, normalization data, and the normal factor (for example, complaints per units sold). ePowerCenter Suggestion Rules improve agent performance, enable organizations to collect highly specific and accurate customer data, and improve fulfillment, compensation and follow-up activities.
In addition, Mass Mailer facilitates creating and managing consumer mailing lists. It is used to send printed letters, newsletters, surveys, email or enclosures to specific consumers within the ePowerCenter contact database. It provides marketing and sales with cost-effective, highly targeted marketing opportunities and valuable insight into consumer needs and wants.
Record IQ Integration provides a feature-rich voice and video/screen interaction recording solution within ePowerCenter. It provides options and configurations for recording voice interactions, capturing on-screen activities, and tracking agent performance.
Also, ePowerCenter utilizes .NET (News - Alert) technology to offer seamless integration into any environment. It can scale to meet the demands of high volume contact centers, and is configurable to the specific needs of global companies.
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Niladri Sekhar Nath is a contributing editor for TMCnet. To read more of Niladri’s articles, please visit his columnist page.