Customer Care

HELP REDUCE OPERATIONS EXPENSE AND IMPROVE CUSTOMER CARE PERFORMANCE WITH AUTOMATIC CALL DISTRIBUTION, CALL RECORDING, AND VOICE RESPONSE.

EDCi provides right-cost, high-value technology solutions to reduce operations and maintenance expenses and improve customer care performance. Our tools help improve metrics, enhance customer touch points, and manage your business to achieve performance objectives.  We can assist you in both improving the use of existing technology and supplementing with new technology.  The team begins by understanding your business objectives, current investments and priorities in order to formulate a budget-friendly, 3-5 year technology investment strategy.

Contact Center Functionality

Providing high quality service becomes more and more challenging by the day. End users are increasingly more technology-savvy AND they expect varying options for interacting with your company for customer service. Thus, EDCi aims to be your one-stop, customer care shop. We can enable you to exceed your customers’ expectations by delivering a unified approach for handling multichannel customer interactions with real-time visibility into performance and tools to better manage your business. Examples include: Call Recording, Outbound Dialer & Notifications, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and Real-Time Presence Management.

Speech Analytics

Speech Analytics offers a method to analyze useful information that could affect several areas of your business, including contact centers, marketing, business intelligence and executive offices. We offer real-time information that can turn data in to real-time action. Examples include Multi-Lingual Speech Recognition and Text-to-Speech.

Multi-Channel / Omni-channel Access

Omni-channel solutions provide single-engine advanced routing for all interaction types – from voice to emails, web chat to SMS, and social media to video chat. Agents are afforded a unified view of the customer across all channels and managers can move resources to the channels with heaviest traffic from a universal desktop. In addition, unified reporting allows interaction types and agent resources to be tracked, recorded and improved upon. Self-Service and Mobile Applications are also addressed under the omnichannel tool.

Workforce management / Optimization

Workforce management tools include forecasting and automatic scheduling across multiple skills and channels that ultimately allow an organization to eliminate the cost and complexity of managing a separate WFM solution. The system ensures that you have the right staff and skills, at the right time, in order to meet service levels. Functions can include Long-Term Forecasting, Quality Monitoring and Gamification.

Integrations / Custom Applications

EDCi has worked with several application integrations – both pre-packaged and custom – to help share information seamlessly across your enterprise. In fact, we developed several award-winning customizations that offered real savings (both cost and time) to our customers. These integrations will allow your agents and business to operate more efficiently and effectively.

Business Process Automation

EDCi provides process automation recommendations that improve efficiencies related to both your external and internal customers. This involves reviewing your business processes as they are today and making them more efficient through process redesign and leveraging technology. Specific tools include, but are not limited to: Communications-Based Systems, Time Tracking, Monitoring & Alerts, Reporting & Data Management, and Accounting & Human Resource Programs