Azzurri has added Eptica email and knowledge management to its portfolio.
Azzurri Communications has added the Eptica Connector for its Callmedia multi-channel contact centre solution.
The Eptica Connector enables Azzurri to integrate the email and knowledge management capabilities of Eptica’s multichannel customer engagement suite with a contact centre, either as an on-premise solution, an Azzurri managed service, or as an option in the newly launched ICON Communicate cloud.
Many contact centres still use nothing more than a mail server and email client to manage email interactions.
Eptica’s knowledge management capabilities further enhance Callmedia’s multi-channel solution by combining a dynamic, self-learning knowledge base with linguistic-based search technology, call tracking and customer contact history.
“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,” said Stephen Wright, Product Manager, Contact Centres at Azzurri Communications. “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.”
“We’re excited that Eptica’s email management and knowledge base capabilities are now fully integrated into Callmedia Expert Contact,” said Robin Tandon, Senior Product Director at Eptica. “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 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.
This news follows Azzurri’s announcement in December to bundle its Expert Router functionality as standard with all new Callmedia contact centre deployments.