Easyphone releases Easyphone 4.04

Call Center Solutions, Jul 1999

Finding a call center system that works in a wide range of call center environments is rare, and it is nice to see that Easyphone 4.04 is a system that is designed to provide a solution for all ends of the call center spectrum, from five-agent centers up to those of 1,000 agents. Easyphone, Inc., which was founded in 1988 in Lisbon, Portugal, and has been developing call center products since 1993, now has 160 customers in 28 countries using its systems, so its recent entry into the U.S. market is backed by years of product development and use.

Easyphone 4.04 has inbound, outbound and blended functionality, CTI integration, intelligent call routing, interactive voice response (WR), automatic dialing, call recording, an agent dialog script builder and a suite of business management tools to provide for continuous improvement in contact activities. The application suite also includes interaction through the Internet as well as access to legacy applications. Easyphone is based on nonproprietary technology and offers a set of published application programming interfaces (APIs) for easier integration into other products. EASYdialer software provides predictive, power and preview dialing, allowing managers to implement intelligent dialing strategies, such as making certain calls at specific times based on the contact's time-zone and personal contact preferences. Call-backs can also be scheduled automatically and intelligently, for example, retrying a 'busy signal' within 15 minutes, retrying 'no-answers' later in the day, and retrying any number only 3 times.

EASYcti provides the integration of voice and data for inbound and outbound calls, bringing data with the call, for example from IVR to agent or from agent to supervisor, and also brings caller or contact information from several databases and corresponding scripts to agents' screens as they begin the call.

EASYivr provides intelligence about the caller for routing decisions and caller profiling. Its scripting tool allows for quick updates and changes to IVR menu options and information.

EASYrouter makes routing decisions based on information collected in the IVR as well as from ANT, DNIS, customer database information, defined agent skills and other enterprise data. It also can make routing decisions based on data available across distributed contact centers in a networked environment.

EASYtalk brings customer/contact information and the relevant script to the agent desktop along with the call and consolidates multiple screen pops into one.

EASYscript provides a simple script-building tool that can be built quickly and can incorporate information from other departments and other call center databases and applications to provide the right caller/contact information for the agents.

EASYinternet, Easyphone's Internet gateway, provides secure Web access to real-time information and Web site visitor tracking and callback connection through Voice over Internet Protocol. Easyphone automatically generates calls based on this intelligence.

EASYsna provides access to legacy systems real-time from within other call center campaign scripts. It serves as a translator for different protocols to allow access to historical information stored in other enterprise databases.

EASYsupervisor is the consolidation of Easyphone's EASYwatch and EASYdba monitoring and database management tools. It offers real-time monitoring, performance alarms, customizable management screens and cradle-to-grave reporting.

EASYcorder is Easyphone's online, digital recording system. Recording can be initiated in manually, via voice detection or through pre-determined options built into scripts. EASYcorder integrates with the Easyphone product line or serves as a stand-alone digital recorder with a third-party call center system already in place.