As a pioneer of Outsourcing Contact Centre Services provider in Hong Kong offering total contact services solutions to corporate clients, Epro Telecom always pursues improvement through exploring and incorporating the latest communication technology into the Epro-owned WISE-xb Multi-media Contact Centre System (WISE-xb).

Epro Telecom announces the new features of WISE-xb which further enhance the stability and efficiency of the robust contact centre solution. New features include:
1. Real Time WISE-xb System Monitor
2. IVRS flow Simulator
3. High Availability Solution

The Real Time WISE-xb System Monitor is an extensive statistics and analytics tool for contact centre supervisors to monitor the performance of a multi-media contact centre on a real-time basis. Supervisors can oversee the entire operational aspect in the WISE-xb System on an integrated interface. They can easily gain access to quality and performance information, including ACD performance, agent performance, trunk line utilization, etc according to their pre-defined setting.

Apart from the real time monitor function, the new feature – IVRS Flow Simulator also enable users to design and create an IVRS flow more efficiently. The traditional way of creating an IVRS flow requires users to import the designed flow into the IVRS Server for testing is a time consuming process. With IVRS Flow Simulator, users can simply design the flow on the user friendly graphical interface, and to run the testing directly in the simulator. Any changes or modification can be made simultaneously in the flow designing process and hence users can ensure the flow to be perfect before importing to the IVR Server.

On the other hand, High Availability Solution deployed in WISE-xb system enhance the system stability and service continuity, by ensuring the availability of all major servers used. With high availability solution, two servers are running at the same time, the backup server will take over all the jobs automatically whenever the main server is crashed. The new feature hence minimizes the damage brought by the malfunction of main server and keeps the contact centre operate as usual.

In general, the new features enhance WISE-xb, as well as the services provided by Epro Telecom. More than that, it offers the market a more comprehensive CTI solution that benefits enterprise to setup an efficient and stable contact centre easily.