EPICODE CIP

The Next Generation Customer Interaction Platform

Enable a seamless interaction between the support agent and the customer driven by technology that is intuitive, scalable and customizable to address the unique requirements of every business process.

Deploy a Unified Solution to drive your Customer engagement strategy

In today’s highly competitive business environment, customer engagement requires a multi-pronged approach that essentially involves the use of an effective unified communication platform with built-in data collaboration tools.

Businesses prefer a one-stop contact centre platform that provides an ACD, IVRS, call recording, an advanced dialer, Lead management system, data analytics and a reporting module that can generate customized reports and dashboards with data sources from multiple applications.

Epicode CIP is a multi-channel Communication and Data collaboration Platform that will help you to achieve a clear competitive advantage by ensuring that you focus on achieving your business goals rather than having to deal with the resource intensive task of managing a multi-vendor customer engagement system.

Improve the efficiency of customer support agents with the feature rich and intuitive unified communication tool. Chirp allows multiple application integration and unified access enabling the agent to efficiently complete the assigned task without having to toggle between multiple application windows.

Empower your support agent with Chirp, The unified Agent Interface:

Improve the productivity of customer support agents with the feature rich and intuitive unified communication tool. With Chirp's multi session feature, agents have reported a 35-40 % improvement in their call disposition rate.

Chirp Highlights

Chirp allows multi session handling allowing agents to complete their ACW (After Call Work) for previous sessions even after the ACW timeout, which results in 100 % disposition of connected calls.
Chirp supports Iframes that allows embedding the web pages of third party applications within the Chirp User interface. This way multiple application tabs can be accessed simultaneously on a unified user interface.
The inbuilt Agent dashboard provides real time agent performance metrics for self evaluation and to take necessary action to achieve SLA targets.
Allows Customized agent notifications and alerts to prompt appropriate agent action based on specific events.
Chirp provides a unified interface for handling multiple communication channels like Voice, Video, Chat, SMS, WhatsApp and Social Media.

Epicode CIP provides the flexibility to choose what your business needs.

The CIP design is based on a modular architecture that allows you to pick and choose the modules that will meet your business process requirement, which are then seamlessly integrated with other modules or even with external third party applications using the different CTI connectors.

Core Modules:

Smart IVRS

Smart IVRS is a new concept that immensely enhances its utility as compared to traditional IVR systems. As enterprises want to reduce costs by promoting self-care services, it is now imperative that self service IVR is designed to be intuitive, integrated and smart. Epicode’s Smart IVRS can help enterprises to deploy smart self service call flows with the help of Speech recognition, TTS, Natural Language Processing and Visual IVR features. This will reduce the number of calls that land at the agent’s extension and therefore help reduce costs. The Voice Biometrics functionality of Smart IVRS can be used as an important authentication method for enabling secure customer transactions.

Advanced ACD

Automated Call Distribution is one of the core modules of any contact centre platform. The unique attribute of Epicode CIP’s ACD is that it not only handles the inbound calls but also manages the outbound dialer calls. This feature drastically improves the efficiency of predictive dialer by routing the calls through the ACD queue before it is answered by the agent, thereby, reducing the abandonment call rate. Features like Skills based routing, virtual queuing and Global campaign can make sure that your contact center achieves high performance levels.

Auto Dialer with Campaign Manager

The Auto Dialer modules supports different dialing modes like Power dialing for Survey and broadcast Campaigns, Progressive Post and Pre Connect and Predictive dialer that uses an algorithm based on Markov Statistical Model to provide the best in class call connect rate, Average Wait Time and agent efficiency. The advanced campaign manager tool provides a number of process specific features like disposition based auto rechurn, scheduled call back, Global campaign, multi site campaign management, lead management system and many such features to improve the overall performance of the call center.

Quality Assurance

The Quality Assurance consists of multi-channel recording and agent evaluation modules. All conversations between the agents and customers be it over voice, email or Chat is recorded and tagged to a unique customer ID to track the history of customer transactions across channels over a period of time . The agent evaluation module provides a web based tool that can be used for scoring agents based on different performance metrics for training purposes. This is customizable based on the business process requirements.