EPICAcce bundles a full feature multimedia contact center with a robust open source voice solution. The product (which runs on the Linux Operating System) delivers:

• A set of sophisticated intelligent routing mechanisms designed to compliment and optimize multi-media Contact Center environments

• An integrated Interactive Voice Response (IVR) solution set that provides extensive capabilities for automated services and flexibility in deployment

• A full featured VoIP (Asterisk based) layer that provides a comprehensive voice infrastructure, supports SIP hard and soft phones for agents and standards-based interfaces to other company PBX’s - as well as to the CO

• Outbound dialers that support either progressive or predictive algorithms as well as preview options

• Full call recording capabilities

• Cradle to Grave capabilities which allow the product to trace, capture and report on call process flows from the second they enter the contact center until the call is terminated

• Comprehensive control capabilities directly from the supervisor screen

• Activity trend monitoring within the contact center, delivering detailed historical and real-time statistical data on contact center activities

• An intuitive Graphical Call Control Script (GCCS) which allows easy implementation and maintenance of interactive call flows

• Seamless and intuitive integration with existing company databases and CRM applications