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The
Contact Center Solutions
Division was created to provide
the best in enterprise computing
solutions to contact centers and
customer service
departments.
Please visit our Presentations
Area [password required] if you recently attended one of our
talks at a Call Center Event and would like to download a copy of the
presentation.
Customers may also visit our Customers-Only
Area [password required].
Our
carefully selected products are
augmented by strong local
support in terms of client
requirements analysis, product
implementation management, and
local product maintenance.
Intranet's
Contact Center Solutions
Division also supports Mercator.
Please
Contact
Us for any inquiries
regarding these products.
Blue Pumpkin
is the leading workforce
management software for contact
centers. It provides call
forecasting and workforce
scheduling for improved customer
service.
With
this suite of products, call
centers can improve operating
efficiency by determining the
right mix of agents to meet
staffing and service levels.
As people account for 70-80%
of most contact center's budget,
Blue Pumpkin will optimize this
most expensive resource of the
contact center while at the same
time leverage the investment
made on media and information
technology. Blue Pumpkin can
maximize the value of every
customer interaction by ensuring
the right people, with the right
skills, are in the right place
at the right time.
The
solution range covers basic to
complex needs; from basic
forecasting and scheduling, to
more complex needs of high-end
call centers. At the
sophisticated level, Blue
Pumpkin provides enterprise
workforce management and
skill-based scheduling.
eGain is the
leading provider of eService
software for the Internet.
eGain
solutions help
businesses transform their
traditional Call Centers into
multi-channel eService networks.
eGain solutions for email
management, interactive Web
collaboration, intelligent self
help agents, knowledge
management and proactive online
marketing can measurably improve
operational efficiency and
customer retention - resulting
in significant return on
investment (ROI).
Call Center
Products
- eGain
Knowledge Agent
A conversation-based,
agent-friendly knowledge
solution, eGain Knowledge
Agent helps your call center
agents respond to customer
inquiries quickly and
accurately. Customers
receive consistent
high-quality customer
service regardless of the
agent's level of
experience.
- eGain
Call Center Bridge
A computer-telephony
integration (CTI) solution
enabling companies to
"blend" Internet
communication systems with
call centers -- providing
Internet customers access to
the same environment
experienced when contacting
by telephone. eGain Call
Center Bridge integrates
eGain's Internet
communication solutions with
company ACDs so Internet
contacts can be centrally
queued, routed, logged, and
monitored.
E-mail
Management Products
- eGain Mail
eGain Mail is a leading
solution for email
management helping
enterprise-class companies
manage large volumes of
customer emails and Web
forms. eGain Mail is a fifth
generation Web-native
product that complies with
J2EE standards. eGain Mail
is a powerful delivery,
response management, and
personalization solution
offering sophisticated
workflow, issue tracking,
and intelligent response
tools.
Self-Service
Products
- eGain Assistant
Offers a life-like,
conversational self-service
agent available 24x7 to
address customer inquiries
and reduce support costs.
eGain Assistant encourages
the use of self-service by
providing a comfortable and
engaging way for users to
ask questions, take tours of
your Web site, and conduct
surveys.
- eGain
Inform
Provides 24x7 answers to
customers' inquiries through
a customer service portal
and dynamically generated
FAQs, enabling customers
with access to the latest
available information
without the intervention of
customer service
agents.
- eGain
Knowledge Self-Service
Empowers customers to
quickly resolve their
problems at the instant help
is required by walking them
through targeted questions
to pinpoint the best
solution. With intelligent,
natural language support,
eGain Knowledge delivers a
case-based reasoning
experience that customers
feel very natural
using.
Live Web
Collaboration Products
- eGain Live
Brings interactive customer
assistance to critical sales
and service situations.
Customers receive immediate,
personalized assistance
through text messaging while
viewing information
delivered through their
browser.
- eGain
Interact
Lifts interactive
customer assistance to a
higher plane, addressing
issues encountered while
co-browsing complex company
Web sites. With the Interact
module, common escorting
problems like double
posting, frame breaking and
session failure are easily
overcome, allowing your CSRs
to focus on providing
quality online customer
service to your
customer.
- eGain
Control
Enables technical support
agents to remotely solve
complex software problems
faster and more effectively.
Using eGain Control, help
desk agents can deliver
technical support via the
Internet through desktop
sharing, automated
diagnostics, and remote
system management.
- eGain
Meeting
Enables companies to easily
hold virtual meetings with
people in distributed
locations. Using eGain
Meeting, companies can
leverage the Internet to
interact with customers,
partners, and employees
through various online
communication modes
including desktop sharing,
co-browsing, PowerPoint
presenting and
chatting.
Knowledge
Management Products
- eGain
Knowledge
Comprehensive knowledge
management lies at the heart
of eGain eService
Enterprise. Leveraged across
all channels, it provides
extraordinarily powerful and
sophisticated customer
interaction capabilities.
All
eGain applications are complete,
ready-to-deploy, and scale to
meet the needs of global
enterprises.
Eyretel is a
leading global developer and
supplier of customer contact
recording and analysis solutions
across a range of media.
Note: Effective April 2003,
Eyretel is now a Witness
Company.
Eyretel's
products are designed to enable
companies to optimize their
customer relationship
management. These companies are
able to generate additional
revenue opportunities, improve
profitability, enhance customer
retention, reduce staff turnover
and achieve greater customer
intimacy.
- Capture and
Store
Whether recording for
compliance and dispute
management or as the
foundation to CRM solution,
capturing your customer
contact is critical.
- Retrieve
and Review
Eyretel's Retrieve
and Review applications
allow customers to search,
access and manage their
networked MediaStores of
recorded voice and data
contacts.
- Analyze and
Act
Looking at the whole
customer interaction to gain
insights into customer
behavior & discovering
what they really want from
you.
 
Mercator is
an e-business integration broker
software deployed across
different industries, mostly in
Fortune 500 companies and in
innovative high-profile
e-business companies.
The
following Integration Modules
are available:
- C2B: Consumer to
Business
- B2B: Business to
Business
- A2A: Application to
Application
Mercator has been
deployed as the integration
backbone in internet
marketplaces and exchanges, in
end-to-end supply-chain
management, in manufacturing,
banking, telecommunications, and
other service industries.
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