Portrait EDGE 2020

Web based contact center automation & unification

Your call centers built on EDGE technology are the front line for your customer interactions and one of the most important customer touch points for your business.

Organizations of all sizes are being challenged to produce better results using fewer resources. To this end, the new battle ground for customer retention is quickly becoming the customer experience that we deliver. EDGE 2020 can add new efficiencies and reusability into your call center environment, allowing your organization to add to the significant return on investment (ROI) you've already realized.

  • Get greater ROI out of your existing Edge infrastructure
  • Reduce footprint, increase accessibility and availability
  • Push contact center data out to other channels and applications via EDGE 2020 web services
  • Boost agent productivity, connect disparate data, reduce application footprint
  • Deliver a 360 degree view of the customer at the point of interaction by connecting disparate customer and transitional data
  • Define and automate business processes to support the customer experience
  • Avoid costly data migration projects - Data can remain in existing legacy systems
  • A direct upgrade for your Edge environment
  • Highly scalable and proven in B2C, mission critical, high volume environments across multiple channels
  • Thin client interface increases application availability throughout your enterprise
  • Single configuration suite to model processes, workflow, integration and channel support
  • Rapid process-driven application development toolkit provides 50% greater development savings version raw development tools
  • Web services interface empowers you to enhance EDGE guides by integrating new functionality from other applications
  • Deploy to new users easily and quickly via browser based interface
  • Pre-packaged process frameworks for lead management, workflow and rules and list based campaign prompting fast track your implementation
  • Single graphical configuration suite to model processes, workflow, integration and channel support
  • Highly scalable and proven in B2C, mission critical, high volume environments across multiple channels
  • The only contact center platform designed from the ground up on UNIX and Microsoft platforms for B2C environments

Customer
Case Studies: