eQueue Multi-Media Contact Center Solution
eOn's eQueue Multi-Media Contact Center Solution offers a comprehensive and unified solution for Customer Interaction Management (CIM). The universal or single queue approach enables contact centers to efficiently interact with their customers, regardless of the media they choose for communication.
The eQueue solution offers a distinct advantage in the complex and competitive CIM marketplace. Our company and our solutions are differentiated by several key factors imperative to the success of any multi-media contact center.
Universal Queue
The eQueue's universal queue for all multi-media contact types serves the customer in the way the customer chooses. The single routing engine (unified queue), not only provides customers with consistent interaction management across all media, but also includes extensive skills-based routing that matches the most appropriate resource to every customer's need. This skills-based routing is not dependent on one media - it works across all media types.
Comprehensive
The eQueue offers comprehensive applications including multi-media routing of all interaction types; robust ACD and PBX capabilities; complete web services including e-mail, Web chat, and Web collaboration; integrated voice response (IVR); voice mail with unified messaging; quality assurance recording; and a complete range of desktop devices and applications.
Open.
The eQueue is an open source solution based on a Linux operating system. Using an open solution not only provides for ease of integration, but also ensures your contact center can meet your changing future needs.
Modular.
With the eQueue, you have the flexibility to add, combine and customize important features and functions to meet the individual needs of your contact center today and well into the future. The eQueue is compatible with most third party systems, giving you the ability to integrate other applications.
Scaleable.
For contact centers with as few as 10 agents to those with over 1000's, the eQueue gives you the functionality required, depending on the size of your contact center.
Proven.
With over 25 years of contact center expertise, eOn serves over 7,000 customers in a variety of markets, including multi-media contact centers, general business applications, service providers and multi-tenant services. The eQueue is a fully redundant, integrated contact solution designed to perform in any mission-critical environment.
Benefits.
The benefits of using an eQueue include, improved customer satisfaction, retention and loyalty; increased agent productivity; and lower total cost of ownership.
Relationship Building & Improved Customer Service
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.
Increased Productivity
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, fewer agents can handle the same demand, and idle agents are minimized at any time during the day.
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 dynamic supervisory control.
Lower Total Cost of Ownership
The eQueue solution offers a lower cost of ownership - lower capital costs and lower operating costs - which equates to a higher return on investment. Integration costs are kept to a minimum with the eQueue's comprehensive applications and open platform. And because the eQueue architecture is open and modular, your contact center is prepared for future growth.
Support and Services
eOn's eQueue Multi-Media Contact Center Solution offers a comprehensive and unified solution for customer interaction management. The eQueue's single queue approach enables contact centers to interact more efficiently with their customers regardless of the media. The eQueue applications include multi-media routing of all interaction types with robust ACD functionality, complete telephony capability, email, Web chat and Web collaboration, integrated voice response, voice mail with unified messaging, fax messaging, quality assurance recording and a complete range of desktop devices and applications.
eQueue's unified routing for all media types – voice, email and web communications – improves customer service and loyalty, increases agent productivity, and lowers total cost of ownership. The eQueue is an open architecture solution based on the Linux platform, ensuring that customers have more choices with consistent and personalized service delivery, as well as consolidated tracking and reporting of all customer contacts.