Astute Solutions has announced the release of ePowerCenter 8.0, its customer relationship management (CRM) solution for consumer-focused contact centers. The company, in its news release statement said that the ePowerCenter solution provides the framework for delivering superior multi-channel service by enabling high-touch, high-quality interactions, and delivering actionable insights in real time for greater responsiveness to customer' wants and needs.
"Through ePowerCenter's intuitive and flexible interface, contact center agents can easily view, manage and process customer inquiries across all channels (phone, e-mail, fax, mail, survey response, chat, or web). They are prompted with valuable consumer and issue information from multiple sources, which aids in personalizing service, streamlining data entry and reducing handling time. The solution features an integrated knowledge engine that actively guides agents to take appropriate actions to resolve issues.
"With ePowerCenter's extensive reporting capabilities, companies easily gather, analyze and distribute actionable voice of the customer feedback across the enterprise. They can rapidly respond to needs and proactively communicate with customers, extending the value of great service beyond the initial interaction. And with the ability to generate a wide variety of reportson-demand or automatically-companies can identify trends and opportunities; continually improve products, processes and services; and protect their brand(s)."