EZactor has a unique position in the CRM ecosystem – a new concept known as CRP (Corporate Relationship Portal), which extends CRM to other Business Applications (SCM, ERP, etc.). CRP differs from traditional CRMs, in that it emphasizes openness,object-orientedreusability, end-user empowerment, and legacies integration capabilities. EZactor is particularly suitable for advanced and sophisticated contact center management with out-of-box applications－including Contact Center Management, Sales Force Automation, and Help Desk.
EZactor acts as a web application container that can integrate applications at both the front and back-end ends to enclose the complete business process and allows interaction flows from individuals, to cross-departments, and man-machine interactions. EZactor allows your company to reap the full benefits of a unified portal while protecting and maximizing current technology investment.
Whether a company needs on-premise, mobile, or ASP solution, EZactor supports optimal resource deployment, one call resolution, and great tracking and analytics capabilities. It is also seamlessly integrated with Genesys and other industry telecommunication standards such as SIP, and functional under TDM, IP, and 2.5G/3G environments.
EZactor prepares you for today’s needs and tomorrow’s changes, and demonstrates outstanding product superiority with all the benefits of control, ease of learning and deployable to all members of across an organization.
EZactor Architecture
EZactor can be flexibly fitted into any organization. No matter how simple or complex your business processes are, EZactor can help you meet these challenges by synchronizing all your customer interactions.
EZactor consists of the following modules: EZ-Contact, EZ-Campaign, EZ-Teamwork, EZ-Studio, and EZ-Scope.Seamless integration and
interoperability between these modules are ensured by eSOON’s robust system architecture, the MIF-Framework. With solutions tailored to the specific needs of different industries, EZ-Verticals offer various industry-specific applications that allow you to focus your business on your customers.
MIF-Framework: MIF-Framework is built for stability, flexibility, portability, scalability, and practicality of CRP (Corporate Relationship Portal) from all different dimensions.
EZ-Contact: A universal desktop for every employee. EZ-Contact integrates the back-end systems of the enterprise with the front-end CTI system.
EZ-Campaign: A management interface for multi-channels campaign, allowing a marketing department or contact center manager to plan or design various campaign programs.
EZ-Teamwork: A powerful workflow management toolset. It efficiently integrates and automates cross-functional business processes.
EZ-Studio: A set of professional design tools. These tools are extremely easy for end-user to learn.
EZ-Scope: A comprehensive report and analysis management toolset that comprises of report designer, report engine, data viewer and intelligence manager.
EZ-Verticals: These pre-built applications contain best practices and business processes to address the unique business needs and challenges of your industry.
This chosen solution automates your customer-facing business processes. Collectively, these applications serve to manage the entire life cycle of a customer including the conversion of a prospect to a customer and help an organization build and maintain successful relationships.
EZactor Features and Benefits
Every interaction is an opportunity to sell to, serve, and delight your customers. EZactor is built to address the business benefits and IT benefits. It’s COOL, REAL, andIDEAL.
New IT Approach
Component Building Block Driven
EZactor supports open and flexible components for services, processes and systems. No matter how complicated your business processes are or what the size of your organization is, EZactor can be flexibly fit into any organization, and helps you meet these business challenges.
Open Infrastructure Connectivity & Open Applications Commissioning
EZactor is open and built to integrate easily with other telephony solutions, 3rd party systems, or your existing business applications. System integrators can also customize applications with upload, registration, deployment, and version control through easy user interface.
Optimal Business Flows Management & Business Intelligence Enablement
Through EZactor, the cross-functional business processes automation becomes realistic and helps link up contact center and various related back-end support units. EZactor also helps deliver real-time insight at the instance of each customer interaction; it guides organizations and their customer-facing employees to deliver best customer service and add value to achieve a higher profit.
Layer-down Design from the Top & Level-up Construction from the Bottom
ROO (Reusable Object Oriented) design concepts with a variety of end-user empowerment tools make fast implementation and facile BI (Business Intelligence) library creation. EZactor will be your most powerful weapon in helping your business wins this war in customer service.
ROI Expression
Real-time Design, Execution, Analysis for Visible Benefits
By integrating customers’ feedbacks and contact summary with information from backend system, data warehouse and behavioral analysis, your organization is able to address customers’ needs and requests and deliver personalized services. You can monitor customer service or campaigns on real-time basis, and further analyze operational efficiency and campaign performance through real-time reports.
Essential Built-in Business Intelligence in Operations
EZactor provides users unified interface to access scripts, reminders, tasks, customer contact history, customer information, campaigns and FAQs. These built-in business intelligences allow agents to better serve their customers and greatly enhance the future contact experience.
Adhere to End-user and Management Requirements
With a variety of end-user empowerment tools, the power of customization is in your hands — even business users can do it themselves without programming.
Lock up Customer Relationships in Close Contact Management
EZactor is a powerful portal and complete software suite that takes a holistic view of historic, real-time and future face across critical business functions - including service, sales, marketing, collection, and finance. These will ultimately coincide with an enterprise’s customer relationship management database.
Business Dynamics Support
Intuitive, Interactive, Incremental, Intelligent
EZactor helps deliver real-time insight at the instance of each customer interaction, and through the application, it guides organizations and their customer-facing employees to deliver best customer service and value to achieve a higher profit.
Dynamic, Doable, Durable
Many CRM endeavors are initiated from the bosses' beautiful dreams but ending in employees' nightmares. “Difficulty” is the main cause. A thoughtful CRM solution should let all the customer-facing employees, either as managers or staffs from the departments of IT, sales & service, and logistics support, easy to understand and use.
Enclosure in Business Process Loops
We all know the best CRM concept is expressed by All employees are salespersons. The consequence of this actual practice tends to fail due to missing-linkage among departments. A 100% CRM should allow management commands from the top relate to the expected delivery from the bottom.
Affluence in Access and Attend
EZactor provides integrated channels to your customers, and enables cross-functional business processes. Either way of contact between you and your customer, the experience must be at your customer’s convenience across channels - including telephone, email, fax, chat, short message service, and web collaboration. It should make access an easy touch.
Leading Industry Practice Modules
EZactor offer various industry-specific applications that allow you to focus your business on your customers.
EZactor
