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News : Azzurri Brings Eptica Capabilities to Callmedia Contact Centres
London, April 23, 2014 -- Azzurri Communications, an independent provider of cloud and managed communication services, has 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 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.
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."
Posted by Veronica Silva Cusi, news correspondent
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Azzurri Communications is a provider of flexible voice, data and mobile communications.
Eptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
Published: Friday, April 25, 2014