The Living App™ for the contact centre

Contact centres used to have to choose between giving great customer experiences and keeping costs down.

EDGE 20/20™ lets you increase call-handling efficiencies while dramatically improving the customer experience, for both outbound and inbound contacts.

Know the customer better

Agents get a complete, real-time view of each caller, including their personal details, preferences and contact history in every channel.

Sell more

Intelligent Prompts suggest the most relevant cross-sell or service opportunity for each caller and each situation.

Delight customers

By recognizing them as individuals, making truly relevant suggestions and resolving issues quickly.

Keep promises

Automated workflows drive each customer demand through to completion.

Increase efficiencies

Increase call-handling rates, speed follow-up, improve right-first-time resolutions.

Cut training costs

Intuitive screens and clear prompts are mastered in hours.

Respond to change

Design and deploy automated processes quickly and easily.

Test new interactions

Try a new script or self-service screen in a real customer environment to continually improve performance.

Ensure compliance

With your own best-practice procedures and with regulations. A complete audit trail for each interaction makes it easy.

Moving EDGE towards the service-oriented future

The original EDGE product was the industry’s first call centre solution with a built-in development environment that allowed call centres to design their own interaction processes.

Today, hundreds of call centres have created a valuable library of processes created in EDGE.

Portrait is committed to helping EDGE customers evolve to the service-oriented benefits of EDGE 20/20™ and enjoy next-generation contact centre functionality – without ‘ripping and replacing’ existing systems or processes.

Through our Extend and Evolve programme you can augment your existing contact centre investments across other channels. For EDGE customers who want to embrace web architectures and multi-channel service and selling Extend and Evolve is the perfect solution.

Choose your configuration

Adding functionality to EDGE can happen behind the scenes, maintaining the familiar EDGE screen, or you can choose a new interface driven by the enhanced EDGE. It's your choice.

Nobody knows EDGE better than Portrait

When it's time to add next-generation features to your contact centre, talk to us first.

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