EPICAcce bundles a full feature multimedia contact center with a robust open source voice solution. The product (which runs on the Linux Operating System) delivers:

• 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

EPICCenter is a best of breed full featured multi-media Contact Center solution. It allows organizations to control and monitor the interaction, distribution and call handling activities of the Contact Center. EPICCenter supports universal queuing and encourages a blended working environment. It is comprised of a group of complimentary software modules, detailed individually below. The Products' open architecture and rich toolkits enable quick and elegant integration with CRM, and Work Force Management systems. It allows transparent information retrieval from business applications and/or external databases. EPICCenter allows management of all these capabilities through a single intuitive administration interface.
 

EPICCenter's modular architecture and intuitive interface allow users to modify and personalize the functionality and structure of their Contact Center easily and quickly. Its functionality and ease of use deliver a superior level of service to both the Contact Center (internal efficiencies) and its customers. The Product line supports both legacy and IP PBXs.
 

EPICCenter features include:

• Full featured inbound and outbound Contact Center applications

• Universal queuing and multimedia routing (all available media types are treated the same)

• A powerful predictive and progressive dialer

• An open architecture and off the shelf plug-ins for integration with leading CRM and WFM applications

• A powerful IVR engine

• An intuitive and comprehensive report generator (with real-time and historical reporting) for all media types

• MS-WindowsT technology-based

• Distributed architecture and redundancy options
   

Historical Reports
 

A wide variety of user-friendly reports is available to reflect both agent and contact center activity. The system provides an extensive range of predefined templates that allow users to quickly generate the most commonly needed reports. EPICCenter also gives authorized supervisors the ability to design custom reports. All reports offer multiple viewing options and are exportable into a wide range of file formats. Browser based reports can be generated through a secure Internet connection.
 

EPICCenter Modules
 

EPICBase - is a powerful inbound Contact Center module that supports multiple routing options for calls, a powerful IVR engine and the optional integration with third-party applications and databases. Routing options include skills based routing, routing by customer value and the ability to route by business rules and logic. The flexibility and variety of options allows creating multiple and unique experiences that can be tailored to meet individual customer needs. Extensive self-service applications can be constructed within the IVR engine allowing improved customer service while saving organizational time and revenue.
 

EPICEmail - EPICMail allows the routing of inbound e-mails and faxes using the same routing methods used to route regular voice calls. Basic capabilities include:

• Seamless integration with any POP3/SMTP email server

• Auto response options

• Full reporting on Email activity

• E-mail activity is controlled using the same set of applications as voice
   

EPICWeb - A Web module that allows the implementation of Web and chat functions. EPICWeb allows agents to provide real time customer assistance filling out forms, such as shopping carts. The module supports Web chats and makes it possible for the agent to use predefined scripts to answer some of the most frequently asked questions. EPICWeb also supports Web collaboration via push and pull technologies, so that agents and customers can share relevant Web pages. Basic capabilities include:

• Smart chat support with preset answers for FAQs

• Push and pull technology support

• Simultaneous browsing

• Vendor interactive Web customer support

• Firewall-friendly chat applications

• Chat and Web activity is controlled using the same set of applications as voice
   

EPICDialer - Outbound and blended campaigns are used to augment marketing and relationship management processes. EPICDialer supports the creation and management of both progressive and predictive campaigns. It employs sophisticated algorithms to assure efficiency and service levels while complying with federal and state regulations. EPICDialer features include:

• Simple and flexible creation and management of campaigns

• Support for time zones

• Support for "Do Not Call" lists - multi-level

• Auto loading of records from external databases
   

End User Applications
 

EPICAdmin - This administration application enables authorized supervisors to define parameters for different system entities (agents, groups, skills) as well as easily modify these profiles. EPICAdmin features include:

• Several levels of privileges for supervisors and administrators

• Definition of parameters that will be generated in historical and real-time reports

• Vendors to remotely support clients via the Internet
   

EPICVisor - is a powerful Management Information System (MIS) providing a series of applications which include:

• Historical Reports

• Wall Board and Real-Time Supervising

• Remote supervisor and remote network support capabilities
   

EPICAgent - is a smart MS-WindowsT-based application that provides agents with several time saving and information sharing capabilities. EPICAgent's tool bar provides the agent with an intuitive interface that can be customized by the administrator to contain the most frequently used features. The tool bar was designed to stay on top yet be small enough to use with other applications. A variety of telephony functions can be operated from the agent's monitor such as:

• The ability to see details on incoming calls

• Local queue viewing with the ability to selectively answer calls according to various needs
   

EPICLite

EPICLite (which is a logical and functional subset of EPICCenter) represents a comprehensive, routing and management system designed to control and monitor the interaction, distribution and handling activities of the ACD. EPICLite provides contact center supervisors with a powerful tool that allows them to:

• Control call routing

• Locate and eliminate bottleneck

• Generate real time and historical reports for the ACD
   

EPICLite supports both legacy and IP PBXs and allows seamless and simple migration to the full EPICCenter product. Product features include:

• Full featured inbound ACD application

• Enhanced real time ACD activity monitoring

• Caller id prefix routing

• Graphical tool for call routing design

• Unique callback options

• Unique and powerful built-in report generator

• MS-Windows® technology-based