General Overview

Empathy Productivity Solutions for Contact Centers – provides a portfolio of solutions designed to help organizations to become more proactive and effective in their customer interactions.  Empathy Solutions will increase: insight, understanding and control, thus allowing you to increase profitability and Customer loyalty

Empathy Systems Solutions are independent of any CRM, telephony, ACD or VoIP vendor, we offer a set of tool’s which can integrate to all standards in the market. By offering real-time insight, management and control, WE set you in control of the Contact Center.

Solution Overview

The Empathy solutions are:

1. Workforce Management -
   Forecast and schedule, optimizing the Contact Centers most importance asset “Your Workforce”. Both Multimedia and Multi Site environments are addressed. With a excellent intraday management capability EMP Workforce offers you the ability to manage your workforce and SLA down to the minute.
    
2. Recording and quality monitoring.
   Call and screen recording for training, coaching, compliance, and evaluation purposes. 100% web solution using IP Voice Playback and targeted to co-exist with any Call Center, including those based exclusively on IP Technology. API integration to CRM solutions provides system integration opportunities for customer wishing to do application-initiated recording. Customers benefit significantly from greater agent retention and customer loyalty by creating an environment where a cycle of continuous improvement can flourish.
    
3. E-Learning
   With Empathy E-learning you have the complete ability to:
   -Manage the the skill-sets of your agents, schedule and execute training
    at any time and place! taking SLA to account
   -Produce learnig clips using your best performing agents as examples!
   -Test and validate improvement of Agent Skill-set.