1. Agent Knowledgebase

webmaster — 2009-02-12T20:31:57Z

Eptica Contact Assistant™ enables customer service agents to provide fast, accurate and consistent answers to every telephone enquiry. It's the easy way to boost agent productivity and deliver efficient, high quality customer service. The effect on contact centre performance is immediate, with improved first contact resolution and reduced handling times apparent from day one.

The system combines a self-learning customer service knowledge base with powerful search technology, call tracking and customer contact history, which together enable agents to optimise the effectiveness of their customer interactions. So much so, that organisations consistently tell us:

Quality of service is improved and around 50% of customer service agents move quickly into their ‘best performing agents' category
Productivity is increased, customer wait times reduced and they can handle more enquiries with fewer agents
Time required to train agents is typically reduced by 20%
New agents are quickly operational and ready to respond to client requests

Outsourcers bound by client performance standards tell us that Eptica Contact Assistant™ has serious financial and service quality benefits: enabling them to dramatically reduce, or avoid altogether, the penalties that can arise from failing to deliver on efficiency or quality of service.

Eptica Contact Assistant is a future proof investment. It enables you to build upon a centralised knowledge base that can be rolled out across other contact channels with ease. It can be integrated with Eptica Self-service, making your knowledge base searchable online. It can also be integrated with Eptica Email Management to ensure email responses are consistent with call handling.

Use Eptica Contact Assistant to boost the effectiveness of your Contact Centre.

Reduce call wait times and delays in responses
Reduce call duration and handling time by providing agents with everything they need to answer the enquiry
Increase resolution rate at first contact – by automatically providing agents with the best information to answer the question
Improve service quality and consistency – by enabling agents to respond quickly and expertly with the most up-to-date information
Increase contact centre efficiency - handle more enquiries with fewer agents
Minimise duplication – add information once, make it available to all customer service agents

Eptica enables your Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.

2. Features

webmaster — 2009-02-12T20:31:54Z

Self-learning knowledge base
Eptica's knowledge base learns from the way it is used which information is best for answering an enquiry. As agents search the knowledge base and select information their activity fine-tunes the links between questions and answers.

Deploy internally to provide all employees in contact with customers (i.e. customer service agents, sales departments, etc.), with quick and easy access to your customer service knowledge base.

Customer interaction history
Agents can access customer contact information, such as account and contact details and a history of the customer's previous conversations with the company. When Eptica is used across multiple customer service channels such as for web self-service and email management, agents will be able to view an integrated customer interaction history of telephone calls, emails and web self-service escalations.

Email follow-up
Eptica Contact Assistant incorporates email functionality that allows telephone agents to send customers an email confirming details discussed in the call and attach information such as instructions, product brochures, application forms and other documents.

Transfer of calls to the email channel
When agents receive an enquiry best dealt with by an alternative agent group they can transfer it internally by email. The enquiry then becomes part of the contact centre's normal email queue to be answered, monitored and tracked according to the company's email management SLA.

Future proof investment - deploy across other customer service channels
Eptica Contact Assistant provides you with a knowledge base that can be rolled out across other contact channels with ease. It can be integrated with Eptica Self-service, making your knowledge base searchable online. It can also be integrated with Eptica Email Management to ensure email responses are consistent with call handling. In this way, all channels can draw on a single, centralised customer service knowledge base.

No manual indexing
Eptica's powerful semantic engine removes the need for manual indexing. Content can be added to the knowledge base and published in just a few clicks.

Reduce the number of queries submitted through other channels
Making your knowledge base searchable online through Eptica Self-service allows customers to find the answers to their questions without having to call or email you.

Easy deployment and maximum flexibility
Eptica can be easily managed by business users so there is no need for expensive ongoing professional services engagements

CRM integration
Easy to deploy and integrate into existing back office and multi-channel architecture, including pre-built integration into many CRM systems

Comprehensive reporting
Pre-set, easy-to-read reports enable managers to monitor calls logged for each agent.

Welcome to Eptica Multi Channel Customer Service Software. Web Self-service, Email Response Management, Live Chat and Customer Service Knowledgebase.

1. Agent Knowledgebase

2. Features