The Listening Company, the UK’s fastest growing Call Centre, today launches EpiCentre, their ground breaking customer and prospect management software which is set to transform the contact centre industry.
Delivered over the web, EpiCentre is an ‘agent oriented’ platform that places the customer or prospect at the heart of a brand’s communication strategy, allowing multiple offline and online channels to be concurrently integrated through a single interface.
The new software is being launched in the face of increasing client demand for fully integrated customer and prospect relationship management across Email, Phone and Internet communication channels (EPI).
EpiCentre gives an unprecedented level of control to agents by providing the tools to seamlessly combine different communication channels such as telephone, email, SMS, video mail and web chat…on demand. It also provides agents with a single view of the customer and gives them real-time access to all past interactions with a customer – uniquely, this includes text transcriptions of chats and emails, scanned copies of letters received and despatched, as well as call recordings, comments and outcomes.
Importantly, EpiCentre also enables marketing and customer services managers to understand the customer’s preferred channels of communication so that future messaging can be tailored to suit – delivering greater return on investment. It is truly customer-centric (that means it enables agents to interact in a way that the customer wants), and brands that use it can achieve greater levels of customer satisfaction and advocacy which in turn will improve life-time value.
A dedicated team of software specialists at the Listening Company have spent three years developing the technology behind EpiCentre, and brands already using EpiCentre include Toyota, Orange, and Volkswagen.
Neville Upton, CEO, The Listening Company comments:
“EpiCentre is a completely new approach to multi-channel marketing and customer service. Combining leading edge technology with our highly trained contact centre staff means that the Listening Company can capitalise on the huge latent opportunity represented by integrated multi-channel marketing. ‘EpiCentre’ places the preferences of the customer at the heart of all communication and ensures brands actually listen to their customers - finding out how they wish to be communicated with and providing the ability to respond accordingly”.
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