CALL CENTER MANAGMENT

call-center

A powerful solution combining the functionality to route calls, reduce business operating expenses, functional reporting, in order to route customer requests to the right resources. ePMS enables revenue maximization leading to customer satisfaction. Its capability to integrate with any platform or software makes it the right-choice solution. ePMS has the ability to meet the needs of small & medium enterprises using both Client-Server & SaaS architecture as well as having the system scalability to support an infinite number of concurrent users.

  • An industry-standard call-transaction system with a fully integrated voice response & mesaging
  • A real-time data collection and reporting capability
  • Service-Level Agreements, Abandon Rates, Call Distribution, Agent Activity
  • Detailed call-records for analysis of call center operations by period, activity, call-type & response-type
  • Ability to scale-up it’s capacity based on customer needs
  • Flexible & Customizable application development support
  • Extensive Search capabilities by caller-ID, agent, queue, duration ranges, or date ranges
  • Automatic email notification & distribution of multiple reports
  • Customizable reports with capability to export reports into pdf or csv formats
  • Resource Assignment & Management