In today's customer driven market, anytime, anywhere service requirement has become a norm rather than exception. And customers are not only demanding accessibility but quality of services as well. Epro Telecom Services Ltd has been and maintains to be the market leader in customer service offerings. With WISE-xb Multimedia Contact Center and i-Business Outbound Services System, Epro builds its strength on experience to provide the market a seamless solution that meets our client's customer service needs at the right size and right price.

WISE-xb provides multi-media routing with dynamic Automatic Call Distribution (ACD) functionality, Computer Telephony Integration (CTI) technology, integrated voice response, voice mail, e-mail and Internet. The result is enhanced agent productivity and quality, leading to customer satisfaction and loyalty, with speedy return on investment.

Function of WISE-xb Advantage of WISE-xb

Today, call centers in China and the region are at the crossroad of change, facing critical challenges to move from being passive, inbound centric to become aggressively active, outbound centric when servicing their customers, essentially transforming from a “cost center” to a “profit center”. As the applying value of contact centers continues to rise, particularly in telecom, finance, insurance and manufacturing sectors, the call center industry has introduced and put into practice active outbound services such as telemarketing, customer retention and call back services. To meet market demands, Epro Telecom is proud to introduce the state-of-the-art i-Business Outbound Services System

Function of i-Business Advantage of i-Business

Epro Telecom Services takes pride in its ability to provide multi-media contact centers with a comprehensive state-of-the-art solution. We also recognize that simply providing the technology is not enough to ensure the absolute success of your contact center environment. Therefore, we go the extra mile every step of the way to provide you with a total solution, system development, customized training, ongoing technical support and maintenance.

WISE-xb has the following functions:

Intelligent Routing WISE-xb has a single robust routing engine with the most comprehensive and flexible routing capabilities including a single multi-media queue for all contact types, powerful skills based routing across all contact types, real-time supervision, and dynamic resource management. ACD and PBX WISE-xb comes complete with a rich set of telephony features, telephony grade reliability, comprehensive ACD and PBX capabilities, multi-featured phones, PC phones and networking interfaces. WISE-xb Email WISE-xb Email integrates seamlessly with WISE-xb solution offering extensive real-time and historical reporting, secured multi-domain support, dynamic routing, instant messaging and more. WISE-xb IVR WISE-xb IVR provides unlimited voice announcements, customized greetings, variable delay messages, and interactive, multi-level menu selections. Unique features includes call forwarding, voice play back, recording, fax on demand, voice to email, external database integration, and third party application launching. WISE-xb Voice Mail WISE-xb Voice Mail gives callers the option of leaving a voice message instead of waiting in queue. Voice messages are deposited into a group mailbox that is accessible by agent to select, review and respond. WISE-xb Messaging WISE-xb Messaging unifies messages from all of the various media types into a single queue, enable users to view voice, fax, and e-mail messages anywhere, anytime from one intuitive, user-friendly interface. WISE-xb Conference WISE-xb supports up to 8 members in one conference call. Caller can invite other agents and customers to join the conference call at any time. WISE-xb Recording WISE-xb Recording allows agent and/or customer interactions to be recorded and stored for later review. WISE-xb Recording supports two distinct recording types: On-Demand Recording and Quality Assurance Recording. WISE-xb Coaching and Supervising Coaching & Supervising functions include Silent Monitor, Barge In and Whisper. Contact Center managers can also see the Agents' Status, Inbound Status, Outbound Status and Data Statistics on the monitoring screen. WISE-xb Reporting WISE-xb Reporting provides flexible standard and custom reports and displays, available in both real-time and historical formats, giving contact centers the information needed, in any form, to manage contact center efficiency, agent performance and service delivery levels. WISE-xb Interface WISE-xb Interfaces gives you the extensibility and integration tools necessary to customize WISE-xb solution to meet the specific needs of your organization.

Unified Queue Customer interaction management, ensuring agent quality and customer satisfaction. Full Functionalities Comprehensive features that meet customer's various contact center needs. Open Architecture Windows platform allows ease of integration with current and future applications. Modular Design Flexibility to protect customer's investment and minimize risks. Scalability Same quality features and functions whether it is for a few or over a hundred agents. Reliability Backed by more than 12 years of tele-customer service and contact center experience as user and solution provider.

Customer Information Management Module The principle of implementing all outbound projects must be customer oriented, with the key objective being building customer relationship. This i-Business module includes input of customer information, knowledge base data analysis, database update and maintenance, as well as report generation. According to the needs of the project, customer information can be processed and analyzed and after the completion of the project, become part of organization's invaluable customer database. Product Information Management Module This i-Business module allows classification of products, establishing special offer policies, creating knowledge database on products including its features and benefits and relevant competitive information, and setting FAX and e-mail formats for marketing purpose. Such information and setup come in handy during telemarketing activities, providing the latest and useful data for the Tele-Sales Representatives (TSRs) to effectively carry out the sales process and thereby enhancing win rates and customer satisfaction. Outbound Approach Management Module This i-Business module offers tools to design, edit, link and manage questionnaires, response scripts, and frequently asked questions (FAQs) to carry out customer retention, sales and marketing, response follow up activities, providing clear and step-by-step guidelines to help shorten the learning curve and speed up the implementation of an outbound project. Operations Management Module This i-Business module provides a comprehensive set of outbound management functions: - Customer list segmentation / distribution / retrieval and redistribution - Staff and line monitoring - Set up of automatic dialing strategy - Project progress monitoring (contact rate, success rate, sales amount alert) - Notification management and short messaging broadcast TSR Activities Management Module This i-Business module identifies the functions for a TSR to carry out the work: - Pre-dial review / auto-dialing - Script usage - FAB / FAQ usage - Knowledge base retrieval - Customer database update - Answered questionnaires submission - Customer appointment entry / alert Project Progress Management Module To ensure the efficiency and effectiveness of an outbound project, it is paramount that the management can closely monitor the project's progress, promptly identify and rectify any problems arise, flexibly adjust the activities where necessary. This module provides the tools to perform such duties, monitoring the project by segments and as a whole. By examining the figures on customer contact rate, success rate, and residue rate, the management is able to have a good grasp of the project's activities, allowing them to properly guide the project to its success. Report Management Module This i-Business module is based on predefined management criteria to produce key data and chart analysis information, including staff performance, customer analysis, sales performance, project's contact rate/success rate analysis. The design of these reports reflects the cumulative knowledge of Epro Telecom's many years of customer interaction experience with a wide spectrum of industries, containing invaluable information for user reference. This module also includes self defined reporting function, providing easy-to-use and speedy production of specialized reports to meet individual users' specific requirements. Personnel Management Module Project performance is based on the aggregate result of the work done by individual teams and their team members. Whether the participants of the project are properly managed would highly affect the outcome of the outbound project. Therefore, this i-Business module contains specialized functions including skills segmentation, individual performance measurement, evaluation and motivation tools to effectively manage the staff and to enhance the productivity of the entire project workforce.