Gone are the days of costly reactive customer service. With our call center software's customer service analytics, you can predict issues that a customer will encounter with their product or service, at their stage in their customer journey - so you can match them to the best agent and resolve their problem on the first interaction.
Use predictive analytics to route customers with agents that have a performance record of converting customers with similar demographics. Use agent performance data to match callers with agents that have a proven track record for the customer’s product or service.
Use priority routing to prioritize customers that are more likely to purchase based on their stage in the customer journey. And with Salesforce integration, you can empower your agents with customer identities, history, intent, phone, and IVR selections - giving them the tools they need to close more sales.
Never before have contact centers had a solution that not only reduced costs, but also increased efficiency, all while increasing customer service and sales. With Epik’s call center solution, powered by Cisco WebEx, you can make the most of your contact center by using a unified dashboard to view operational and business data in real-time.
Know which calls produce revenue based on demographics and other attributes - and route those calls to your best agents based on true agent performance. Leverage in-house, at-home, and outsourced agents when it makes sense without sacrificing business results. Create and monitor KPIs that map operations to business performance.