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Feature Product/Service of the Week
Every week, Call Center Times will showcase a Product or Service of the Week we feel offers the call center industry a significant benefit over existing systems, or something brand new!. The state-of-the-art is always changing, and we will try and keep our readers on the cutting edge!
 eOn Communications
Interaction Management for the Customer Era
The traditional call center’s voice-only capability has now expanded to include alternative, multi-media channels, such as e-mail and real-time Web agents, to meet customers’ ever-growing communication needs. According to Gartner Group, by 2003, more than 45 percent of all contact center traffic will be initiated by means other than a telephone. And by 2005, 70 percent of call centers will support integrated live Web contacts and/or e-mail response management systems for their
telephone-based agents.
While there is an industry consensus of where the future of contact centers is going, there are new challenges as companies integrate media. There are specific steps that companies need to follow to best integrate multi-media channels, and there are also specific issues that companies must consider when working with a multi-media contact center solution vendor.
In order to determine how best to integrate multi-media channels in your contact center, you should first determine how your company will manage the three phases of automatic contact distribution. These phases include determining how your company: wants customers to contact them, wants to treat customers, and wants to handle customer data.
eOn’s eQueue® Multi-Media Contact Center Solution offers a comprehensive and unified solution for customer interaction management. The universal or single queue approach enables contact centers to interact more efficiently with their customers regardless of the media. The eQueue’s single queue technology, open architecture and suite of comprehensive applications simplifies the technical, training and supervisory burdens of multi-media contact management, while enabling agents to engage
in more sophisticated interactions that enhance customer satisfaction.
The benefits of using eQueue’s proven and reliable platform are improved customer service and loyalty, increased agent productivity and lowered cost of ownership. The eQueue provides additional benefits that multi-media contact centers can achieve with a unified workspace management approach, including reduced administrative burdens, lowered operating costs and improved contact center performance.
eOn’s Supervisor WorkSpace, the management and reporting tool for the eQueue solution, provides contact center managers with a flexible set of monitoring, reporting and administrative capabilities necessary to ensure all forms of customer contacts are managed efficiently and at the highest service levels. With its package of standard reports, Supervisor WorkSpace allows contact center managers to effectively track agent performance and customer activity. Supervisor WorkSpace also
provides real-time management displays and alerts, and can be configured for quick and easy identification of customer contact patterns and trends. Additionally, the eQueue provides all the agent productivity tools needed in a contact center through an intuitive graphical user interface, displaying each customer interaction as an icon on the toolbar, complete with unique identifiers and visual alerts. Agents have easy access to the customer’s contact history, and can view the data from
all interactions that have occurred with a particular customer and follow the customer interaction through resolution, whether transferred or put on hold or placed in a follow-up status. Based on routing logic, the agent is also presented with a knowledge base to assist with each interaction.
The eQueue applications include multi-media routing of all interaction types with robust ACD functionality, complete telephony capability, e-mail, Web chat, integrated voice response, voice mail with unified messaging, fax messaging, quality assurance recording and a complete range of desktop devices and applications. Features include:
Comprehensive Applications…Robust functionality
Modular Solution…Use what you need when you need it
Scalable…From tens to thousands of agents
Reliable…Proven in the industry
Universal Queue…Single queue to manage all forms of media
Open…Standards-based, interoperable with 3rd-party systems
Powerful Management…Displays and reports
IP-enabled…Including VoIP
Future-Proofed…Allows for emerging technologies
eOn Communications
4105 Royal Drive NW
Kennesaw, Georgia 30144
800-955-5321
info@eoncc.com
www.eoncc.com
Company Overview
eOn Communications™ is a leading provider of unified voice, e-mail and Web-based communications systems and software for customer contact centers and general business applications. eOn helps enterprises communicate more effectively with customers, convert inquiries into sales, and increase customer satisfaction and loyalty. eOn serves a wide variety of industries and applications – such as banking and insurance, government and emergency, service bureaus, and catalogue and reservation
companies. eOn goes the extra mile every step of the way to provide a comprehensive state-of-the-art solution to our customers. eOn’s experienced professional services team offers planning, design, implementation, development and integration of custom applications, system consulting and project management services. eOn also provides ongoing technical support and maintenance 24 hours a day, seven days a week. At eOn, we take a "no compromise" approach to providing the best solutions and
service in the industry for customer interaction management needs today and in the future.
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