SmartCase™

Intelligence, Automation, Efficiency

SmartCase™ is a contact center business intelligence and process automation solution. This real-time, integrated, text analytics technology automatically identifies the reason why a customer is contacting an organization. SmartCase provides a management tool your company can use to actively reduce costs and intelligence for strategic decision making you need to make informed customer-focused decisions.

Key Benefits

The SmartCase automation technology replaces and augments manual agent efforts. Specific benefits include:

Increased contact center efficiencies: analyze every support contact in real-time to increase speed and accuracy and trigger workflow rules.

Operational Business Intelligence: operational reports on key metrics, trends and sentiment analysis.

Better leverage of support resources: use customer complaint and CRM data to increase efficiencies, cut costs and reduce call volumes.

Enhanced Risk Identification: ensuring important issues don’t fall through the cracks.

Whether a customer has a problem or presents an opportunity, EpiAnalytics makes sure that the right corporate stakeholder quickly receives the information.

Return on Investment

Calculating the Return on Investment is quick and easy, here is a sample of what our clients have been able to achieve with SmartCase:

Case Automation Rate: 75% of all inbound requests
Overall Agent Productivity: 120% increase
Customer Response Speed: 600% increase
Time In Queue: 65% reduction
Overall Support Productivity: 25% increase
Customer Satisfaction: 20% increase
Employee Satisfaction: 50% increase
First Contact Resolution Rate: 10% increase
SLA compliance: from 15% to nearly 100%

Global contact center organizations use SmartCase to enhance manual reading and routing: with precise analytics and real-time automation ensuring that agents work smarter not harder.

SmartCase™ Solution Summary