Epygi Call Center Solution
Epygi’s call center solution is a combination of functions that provide all necessary features to a dedicated or small corporate call center. First, our tools are WEB based directly connected to our PBX appliances allowing call center agents to be located within the company premises or on remote locations. Therefore agents and supervisors are freely assigned to queues, and can login/logout of the call center anytime. Allowing them to be able to efficiently manage the call center calls, review various statistics, and chat with each other to discuss customer related topics. Other valuable functions available with this solution, such as the ability of agents to flag each call, and by including follow-up topics or action items for later review and follow-up
- Call Center for inbound or outbound calls.
- Available for QX PBX appliances and ecQX cloud PBX
- Extensive statistics real time and historical with download options.
- Callers on queue experience
The Automatic Call Distribution (ACD), the Automatic Outbound Calling (AOC) and the Epygi ACD Console (EAC) are
the licensable features which will help you build a powerful communication bridge between organizations and customers. ACD is designed to receive and queue high-volume inbound calls, then distribute queued calls to the available agents in a call center. AOC is a web-based application designed to control and monitor automatic outbound call sessions on QX. EAC is a web application designed to monitor agents activity, store and format data and produce real-time statistical reports.
It provides call center management with the information required to properly monitor call queues in real-time. Supervisors can be assigned to queues for managing and controlling agent activity and can also get detailed reports. They can easily record calls and barge into active calls, between agents and customers, for quality control purposes. Agents can be located at a remote location or locally connected to use their regular phone to receive call center calls, when active, as well as regular calls to their extension.
Epygi’s call center solution ensures companies provide their customers with quality service.
It enables the user to:
- Place calls into proper queue & dispatch to available agents. Efficiently recognize, answer & route incoming calls.
- Monitor queues, agent details & chat with agents. Produce real-time & historical reports.
- Deliver exceptional customer service.