Our Technology
EpiCentre is The Listening Company's contact handling framework, developed in-house to meet the communication needs of our clients and their customers.
The result of many years of practical experience, EpiCentre provides the infrastructure and tools for managing interactions simultaneously across Email, Phone and Internet channels.
End to end, each individual interaction will be made up from transcripts of webchat and email conversations, scanned copies of letters received and despatched as well as call recordings, comments and outcomes both past and present.
EpiCentre is delivered over the web and is able to flexibly integrate with our clients' own systems whilst allowing our agents a single view of unique customer information.
EpiCentre business rules (such as those governing the scheduling and desptach of follow up communications) can be built extremely rapidly. This means we can tailor the customer communications to minimise costs, maximise sales opportunities, and provide a truly personal service.
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