Sunrise EOC (Single Contact Center Operator Window)

2021: Compatibility with "1C: Enterprise 8.3"

"Sunrise: Contact Center" has received a 1C: Compatible certificate. This was announced on July 1, 2021 by BIA-Technologies.

The certification confirms the compatibility of Sunrise: Contact Center with the 1C: Enterprise 8.3 platform.

The additional quality of "Sunrise: Contact Center" is the opportunity inherited from the platform to create new processes using Low-Code tools by business users, without the involvement of IT specialists. Our development can be used in organizations of various sizes, has "box" connectors with communication solutions, as well as with knowledge management systems from leading vendors. Certification 1C: Interoperably once again confirms the compliance of Sunrise: Contact Center with high standards, "comments Alexander Tikhonov, Head of Digital Business Processes at BIA Technologies.

2020: Presentation of Sunrise EOCC

On April 28, 2020, BIA Technologies introduced the SUNRISE EOCC product, designed to increase the efficiency of contact centers through the creation of a single operator window.

SUNRISE EOCC is a BIA Technologies product for creating a single window for the contact center operator, which is designed for both outsourcing and own customer service centers of large commercial or government organizations. Due to flexible pricing, rapid commissioning and a high degree of adjustment to client processes, SUNRISE EOCC can be used to quickly increase the capacity of small contact centers in the middle business. SUNRISE EOCC is rolling out in 3 working days, increasing the productivity of one operator by 15% and increasing sales of services by 10%.

A single contact center operator window improves employee productivity while maintaining the required level of service, accumulating data from various systems. Using the product reduces the average customer service time and the number of iterations to close cases. Thanks to SUNRISE EOCC, the training and adaptation period of new employees is reduced by 50%, as well as the independence of the service level from specific employees of the contact center.

SUNRISE EOCC is the own development of BIA Technologies based on the SUNRISE BPMS platform. The product is built in the concept of low-code, which allows you to ensure the implementation of fine-tuning by business users with appropriate rights, without involving programmers.

Among the features of the product:

• personalization of communication and omnichannel service;
• Consolidate multiple data sources in a single window
• Online modification of maintenance scenarios
• control of scenario execution efficiency and operator operation;
• Integration with key suppliers of specialized contact center products.

The market reacted vividly to remote work, the increased flow of online orders and the remote management of a significant increase in the load on contact centers. In such a situation, the productivity of contact center operators and the quality of their work play a great role for business. SUNRISE EOCC is a useful tool for both staff optimization and resource scaling, - commented by Sergey Barykin, CEO of BIA Technologies