software : eOn Office Solutions Syspine IP-PBX

The eQueue allows you to deploy a single platform, supporting a variety of integrated applications, eliminating the need for multiple disparate systems and expensive integration projects. This translates into a lower cost of ownership - lower purchasing costs and lower operating costs - which equates to a faster return on investment.

Lower Total Cost of Ownership

Multi-media contact blending is one way to significantly improve productivity. In traditional contact centers, individual agents can only handle one contact type, requiring contact centers to create different pools of agents to manage different forms of contact. Each unique agent pool must then be staffed to maximum capacity to cover peak demand times, as well. With the eQueue, all agents can effectively handle all types of contacts, coverage is more flexible and fewer agents can handle the same demand. Agent productivity is also increased through the use of other eQueue features such as remote agent support, unified reporting for all media types, quality monitoring, and real-time monitoring capabilities.

Increased Productivity

Outstanding customer service is the primary goal of most companies. Attaining this goal is often the direct result of how effective voice calls, emails and web-based communications are routed and managed within the contact center. Because the eQueue provides a single routing engine, or universal queue, your customers will be handled in the most efficient, seamless manner possible with today's technology. Additionally, the eQueue's open platform provides ease of integration with CRM and other enterprise applications ensuring the highest level of business-driven management of all customer interactions. There is no better way to ensure improved customer satisfaction and retention with consistent service delivery across all contact channels than with eOn's eQueue Multi-Media Contact Center Solution.

Improved Customer Satisfaction

Key Benefits

Skillfully managing the relationship between people, processes and technology is critical to maximizing contact center performance. Having the right people in place, engaged in the right activities at the right time, is vital to delivering consistently high service to your customers. And when staffing-related costs account for 60 to 70 percent of your contact center's operational budget-planning, scheduling and managing the productivity of your contact center agents are essential tasks to ensure optimal performance.

WorkForce Management

Since the eQueue was built from the ground up using open technology standards, the complexities and expense of integrating CRM and other enterprise applications with the contact center are simplified. As a result, agents can be provided with an instant view of customer profile information enabling personalized service interactions.

Screen Pops and CTI

The eQueue allows contact center managers with performance statistics that can be used to improve productivity, streamline operations, and adjust contact center performance to better align with business objectives. Our comprehensive real-time monitoring and historical reporting tools were developed using detailed knowledge, amassed over the last 20 years, of contact center processes and business requirements of companies of all sizes, across practically every major industry.

Monitoring and Reporting

The eQueue supports a full range of traditional PBX telephone system features, including voice mail, flexible dial plans, business telephone sets and networking options. All are offered either via traditional voice and Voice over Internet Protocol communication links. Businesses can deploy a single system and satisfy both the needs of their contact center environment and of their enterprise.

PBX and VoIP

eQueue Recording allows customer interactions to be digitally recorded and archived for later review. Integration with eQueue ACD provides advanced capabilities beyond recording and quality monitoring. For example, information from the eQueue ACD such as caller ID, agent ID, and day and time stamps allow contact center managers to easily define which type of calls, how many and at what time they are to be recorded.

Voice Recording

With eQueue IVR your customers can have 24x7 access to information and to conduct self-service transactions. This allows them to avoid potential hold time and frees your agents to handle more complex and revenue generating interactions. And since our IVR solution is integrated into your overall contact center environment, if your customers need to speak to an agent, you can transfer their call, along with data collected in the IVR to the appropriate agent for completion.

Integrated Voice Response (IVR)

The eQueue's universal multi-media queuing and routing capabilities allow contact centers to flexibly route and distribute customer phone calls, e-mails and web chats. It also offers skills-based and media-based routing options that can be used to quickly match the most appropriate resource to every customer's need.

ACD with Universal Queue

There is no better way to ensure improved customer satisfaction and retention than by delivering consistent service delivery with eOn's eQueue Multi-Media Contact Center Solution. A key advantage of the eQueue is that if offers a comprehensive set of integrated applications that give businesses everything needed to ensure the success of todays customer contact centers all from a single platform.

The eQueue provides integrated multimedia ACD capabilities that allow management of customer phone calls, e-mail and web interactions with a single platform. Additionally, the eQueue's open architecture simplifies integration with CRM and other enterprise applications further increasing contact center agent productivity and performance.

Delivering outstanding customer service is a primary goal of most companies. Attaining this goal is often the direct result of how effective customer interactions are routed and managed within the contact center.

Integrated ACD, IVR, PBX, Voice Recording and more

Integrated ACD, IVR, PBX, Voice Recording and more