New Product – IP Contact Centre

We have just added a new product to our product portfolio the EasyRun EPICAcce IP Contact Centre – essentially this is a Unified Communications Product that will give the users a highly feature Contact Centre that can be used on any PBX either legacy or IP it does not matter.

The EPICAcce  modular architecture allows users to change the functionality and structure of their contact centre easily and smoothly, and its scalability enables an organization to grow without the need for massive re-investments. The EPICAcce product family supports both legacy PBX’s and IP based PBX’s allowing customers to use the same application across either or both telephony platforms.

Key specifications offered in EasyRun products include:

• State-of-the-art mechanisms that allow routing via skills, CallerID, area, customers and statistical information or by any criteria from an external Database/application
• Easy integration with multi-vendor platforms through an open architecture
• User friendly administrative tools that provide the ability to easily customize the system
• Multi site, call center support, with full contact center redundancy
• Telephony platform independence – essentially EPIC modules can run on virtually any legacy or IP telephony platform

EasyRun has over one thousand customer installations worldwide including the Dallas Cowboys, the U.S. Coast Guard, National Pizza and Coca Cola.

We are very pleased to add this to our portfolio and look forward to talking to our customers about this exciting product.

Multi Contact Contact Centre !!!

We have been testing some new products to add to our portfolio in the area of contact centres and it suddenly stuck us – what is a contact centre ?

In the good old days (you always sound like your father when you say this!) all contact to a contact centre was via the telephone that is why they used to be called call centres but now a company can receive regular telephone contact, VoIP Calls such as Skype services, On Line Chat, emails and voicemails and in reality these all need to be handled in the correct manner. All companies are chasing business hard and who are we to advise a potential customer of the best way to contact us so we need to handle all contacts in the same efficient manner.

For Contact centre developers this brings a new challenge of being able to handle all these contacts and order them and feed them to the correct or best agents and then be able to report on how they were dealt with. I am sure that soon contacts from Social Networking will become an important part of business.

We also see that new generation customers are much more comfortable to do business without using the telephone and relying on chat or email for contact so contact centres have to move with the times and work patterns adjusted accordingly as these contacts still need to be handled in the way a phone ringing is handled.