Partner News: Azzurri brings Eptica email and knowledge management capabilities to Callmedia contact centers

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Date : 04/23/2014

Partner News: Azzurri brings Eptica email and knowledge management capabilities to Callmedia contact centers

New Callmedia Eptica Connector integrates with Eptica’s leading email and knowledge management solutions

London, 23rd April 2014: Azzurri Communications, the UK’s leading independent provider of cloud and managed communication services, has today launched the Eptica Connector for its Callmedia multi-channel contact centre solution. The Eptica Connector enables Azzurri to seamlessly integrate the email and knowledge management capabilities of Eptica’s market leading multichannel customer engagement suite with any contact centre, either as an on-premise solution, an Azzurri managed service, or as an option in the newly-launched ICON Communicate cloud.

With consumers able to access email on the move using smartphones and tablets, email SLAs are tightening across the industry, from what was several days to respond to an email, to less than an hour or even a few minutes. But many contact centres still use nothing more than a mail server and email client to manage email interactions. Completely disconnected from contact centre processes, tools and reporting, this leaves a core customer channel to chance, putting the customer experience at risk.

With the Eptica Connector, contact centres can be more responsive to customer needs by improving the accuracy, speed and helpfulness of email communication. Through its powerful workflow and linguistic technology, Eptica’s email management capabilities result in handling times being reduced by as much as half and First Contact Resolution rates increasing to more than 95%. All of this contributes to an overall reduction in inbound contact (including phone calls), resulting in more satisfied customers and significantly reducing customer service costs.

Eptica’s powerful knowledge management capabilities further enhance Callmedia’s multi-channel solution by enabling customer service agents to provide fast, accurate and consistent answers to every telephone enquiry. The system achieves this by combining a dynamic, self-learning knowledgebase with powerful linguistic-based search technology, call tracking and customer contact history, so that agents can deliver the most effective service to customers.

Stephen Wright, Product Manager, Contact Centres at Azzurri Communications comments, “Customer Experience and Agent Efficiency would be high on any Contact Centre Manager’s list of priorities. Callmedia Expert Contact already does an excellent job here, but our customers can now gain tremendous advantage with integration into Eptica. The main barrier for most contact centres was the cost to integrate, so by removing this we’ve made it even easier for our customers to make their contact centres work even better.”

Robin Tandon, Senior Product Director at Eptica comments, “We’re excited that Eptica’s email management and knowledge base capabilities are now fully integrated into Callmedia Expert Contact. By combining our advanced routing and linguistics with Azzurri’s capabilities, a whole range of customers can start to benefit from Eptica’s expertise, at the very heart of their contact centre.”

Azzurri has successfully deployed tailored Eptica software to its customers’ contact centres in the past, including City & Guilds. By integrating Eptica’s capabilities directly into the Callmedia portfolio with the Eptica Connector, Azzurri can now offer a more seamless solution to its customers.

Today’s news follows Azzurri’s announcement in December to bundle its Expert Router functionality as standard with all new Callmedia contact centre deployments, further enhancing the omni-channel capabilities of Callmedia contact centres.

About Azzurri Communications
Azzurri is the UK’s leading independent provider of cloud and managed communications services. Our award winning products, services and solutions help customers turn networks and telecoms into strategic assets.