Jun 23, 2018 Last Updated 2:46 AM, Dec 8, 2014

i-Encounter Agent

Optimal Specialist Software for Client Interaction Center

I-Encounter Agent is set of multi-channel customer contact solution developed by Azure Information Technology Co., Ltd. It not only supports phone services but also integrates the various channels between enterprises and clients, helping clients to receive similar standard of services through different contact channels. The software also integrates the different back-end information systems to help enterprises maximize profits.

The adoption of e-Encounter Agent allows personnel on duty to seamlessly complete various phone services in one single system. For example, when personnel on duty receives a call from client, the i-Encounter Agent will automatically bring out the identification information entered into the IVR voice system, helping personnel on duty to find out the identity and records of call history of client calling, in addition to providing relevant talk skills and product information. I-Encounter is equipped with real-time information exchange capacity with the back-end system, which utilizes the query integration interface to check on transaction history with the client, allowing personnel on duty to completely answer the questions brought up by the client calling. I-Encounter supports both inbound and outbound calls such as Preview Dialer, Auto-Dialer and other outbound calls, providing different strategies in demand for customer service and telephone marketing.

Technology Diversification Extensive support for technical solutions for PBX/unPBX, CTI and IVR from Aspect, AVAYA, Alcatel/Genesys, Syntellect, Oracle, and various companies.
Productivity Improvement Comprehensive integration of functions that offer all services needed by personnel on duty and administrators to effectively lower educational costs, operating time and management costs.
Scale Flexiblity Installation examples for operation scale from 10 to 450 seats, equipped with the installation experience in architecture of multi-point service centers that effectively save organizational operating costs.

 

System Functions and Features

I-Encounter Agent solution is equipped with capacity to integrate all Call Centers, supports the architecture of multi-point service center, providing talk skills guidance, FAQ and online questionnaire as well as other supplementation function that effectively shortens the time needed for successful operation of Call Center and personnel training.

The solution also offers various communication media integration that integrates phone, fax, email, internet and various communication channels, in addition to providing multiple automatic operations that meet massive demand for customer services using the minimum manpower.

The establishment of a platform for phone customer service center requires integration capacity of complex techniques since it involves different system platforms, mutual integration between different software/hardware techniques and specification while taking into consideration the scalability, stability and administration of a system. Hence, a technical team with mature experiences is needed to meet customer expectation. 

Azure Information Technology owns over 15 years of experience in phone and interaction center solutions in the industry with examples established in the financial industry, insurance industry, manufacturing, and pharmaceutical industries. Azure is your guarantee to a successful establishment of customer service center.

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