Edify e-point 6.2 is an application for call centres and customer service operations which enables them to drive down costs and improve customer service. The latest version of the application offers tight integration with IBM, Oracle, Microsoft and industry-standard platforms as well as the company’s new Edify 8.5 voice and speech enhanced, multi-channel platform.
Edify e-point 6.2 includes two key new developments, a Costing Engine and Call Guide Wizard +. The Costing Engine allows organisations to easily establish fixed and variable costing data for all agents and activities and then roll them up – either automatically or on demand – to give a total cost for marketing campaigns, support cases and individual sales orders. The Call Guide Wizard + gives businesses the ability to define simple, dynamic call guides without the need for expensive development effort. With the Call Guide Wizard, users can assemble components to make new screens and call guides, with clear inline agent prompts, integrated questionnaires, information gathering and the facility to define new mini-guides that can then be reused within larger workflows.
To improve flexibility and ease-of-use, Edify e-point 6.2 can also operate as a Web services client, enabling the rapid integration of enterprise Web services within the Edify e-point application. Edify e-point 6.2 also integrates with IBM’s WebSphere MQ Series through a new component that offers full two-way communication with MQ Series, with Apache/Tomcat RMI for integration between Edify e-point and Java-based applications, and Windows and UNIX support for Oracle 9I, SQL Server, DB2 and Sybase.
Edify Ireland 01-6020100
www.edify.com
08/01/04
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