Gregg and eOn

Backed by over 100 years of telecommunications engineering expertise, eOn’s solutions enable their customers to easily leverage advanced technologies in order to communicate more effectively. eOn’s products are built on reliable open architectures that enable easy adoption of emerging technologies, such as Voice over Internet Protocol (VoIP) and concepts, such as Service Oriented Architectures (SOA). Whether you are looking to leverage the advantages of enterprise IP telephony or advanced contact center technologies, eOn Communications delivers proven, IP-ready products that will improve your business performance.

Contact Center

The eQueue® Multimedia Contact Center Solution, is a comprehensive solution that provides integrated Automatic Call Distribution (ACD), skills based routing, Interactive Voice Response (IVR), voice recording, e-mail and web-based interaction management capabilities, as well as advanced reporting and analytics. All capabilities can be flexibly deployed using traditional voice or VoIP technologies, providing seamless migration as business needs evolve. Built using open standard technologies, the eQueue allows easy integration with CRM and other contact center applications, enabling greater productivity and improved customer satisfaction. The eQueue’s built-in components and integrated applications give your contact center everything it needs in one complete solution.

eQueue

Integrated ACD, IVR, PBX, Voice Recording and more

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.

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.

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 today’s customer
contact centers — all from a single platform.

ACD with Universal Queue
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.

Integrated Voice Response (IVR)
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.

Voice Recording
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.

PBX and VoIP
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.

Monitoring and Reporting
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.

Screen Pops and CTI
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.

WorkForce Management
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.

Ready to get started?
Contact us today to see how Gregg can help you with your communication needs.