System Solutions

proEPRO Contact Centre Solution

Omnichannel contact centre platform

EPRO TechSoft provides a one-stop solution catering to all your contact centre needs with guaranteed process improvement and customer satisfaction. proEPRO is our own total contact centre solution — an omnichannel system complemented by integrated professional services from system development and customised training to ongoing technical support and maintenance.

What is proEPRO?

proEPRO is an experience-based contact centre system developed by EPRO’s R&D team from decades of expertise in contact centre operation and management. Built to provide dynamic support in a rapidly changing multi-media environment, proEPRO is one of the most feature-rich communication servers and cloud-based systems in the market.

Developed on soft-switching technology with integration to all customer-preferred contact channels — voice, email and online customer services including live chat and video.

Functions

Telephony softswitch solution
Customised screen layout with CRM interface
Automatic Call Distribution (ACD) with a universal queue for voice, email, chat and social media
Skill-based routing
Pop-up screen display with comprehensive caller information
Inbound and outbound call management
Online database management
Voice and data transfer between agents
Digital call recording / logging (with encryption option)
Real-time supervisor management facilities
PC phone toolbar with complete telephony capability
Preview / auto / predictive diallers
Interactive Voice Response System (IVRS) with GUI setup
Support for Text-to-Speech and Audio-Speech-Recognition
Complete desktop tools and applications
Windows or web agent screen
Automatic customer service functions
Support for distributed workforces and multi-site locations
Omnichannel access: email, web text and video chat, voicemail, SMS, fax
Customer data security management
Data analytics and reporting management
Artificial intelligence customer service
Big data and knowledge base management

Applications

Customer Service Centre
Loyalty Program
Inbound or Outbound Telemarketing
Information Helpdesks
Marketing Research
Online Shopping Assistance
Tele-Ordering
Catalog Shopping Order Entries
Database Management
Online Customer Service
Customer Return Visit Services
Collection / Overdue / Receivable Reminder Services

Why proEPRO?

Proven at scale

Successfully implemented across diverse industries — thousands of agents use proEPRO daily in Hong Kong, PRC and Macau.

Cloud-based with APIs

Integrate proEPRO with other applications for custom, flexible solutions.

Continuously upgraded

A dedicated software development team keeps the platform aligned with changing business needs.

Part of a wider suite

Combine with other EPRO solutions to cover critical business functions.

Finding a high quality business partner?

Tell us your requirements and we’ll come back with a tailored contact centre plan.