Designed to be implemented and functional within days not months the EPICCenter promises to be the highest return on investment and value-adding product in today's market.  And to insure cost-efficient maintenance, the EPICCenter provides user interfaces that enable non-technical personnel to manage and administrate the system, while deriving maximum utilization of all its features.

• Multimedia routing options
• Real-time monitoring capabilities
• Graphical historical report generation
• Easy to use Agent workstation application
• Information retrieval from a CRM or External Database
• Web Enabled Contact Center

The EPICCenter supports legacy PBXs and new generation IP PBXs, with the ability to use the same application across either or both telephony platforms.  This provides a saving cost by averting the need for new integration, training and Contact Center down time.

The EPICCenter solution enables companies to increase the level of service provided to their customers, while decreasing the overall operation and maintenance cost their Contact Center.

The EPICEngine:

A skill-based router that provides the Contact Center with maximum routing capabilities.  The system accesses customer information, during the initial interaction stages, defining the rules by which the interaction is routed.  This ensures that the system routes the interaction in the most efficient way, to the agent most suitable to handle it.  These easily implemented rules, enable significant improvement in the level of service an organization provides its customers as well as reducing overall cost of ownership.

• Routing Capabilities
• Statistical Routing
• Call in Queue
• Group Workload Distribution
• Blended Routing Interactive Voice Response (IVR)
• Voice Over IP

EPICVisor

Provides real-time and historical performance analysis of the Contact Center.  This capability enables the organization to maximize efficiency and optimize the level of service provided to customers and prospects. The EPICVisor includes the following features:

• Real-Time Supervising
• Historical Reports
• Wall Board Announcements
• Remote Supervision

Via WAN or VPN access real-time, historical reporting and management can be utilized by a remote individual or manager.  This allows headquarters to gain real-time visibility into Contact Center activities anywhere in the organizations network.

EPICAgent

An application that provides the agent with several easily operated, timesaving capabilities and eliminates the need for costly smart phones.  The EPICAgent's drag and drop toolbar provides the agent with a customized, easy-working interface.  The toolbar is permanently located at the top of the agent's screen, enabling the agent access to the toolbar while viewing the CRM/Help Desk information.  

Read about how General Communications implemented an EPICCenter solution at NetScout Systems    

Download an EPICCenter Brochure