eQueue Multi-Media Contact Center Solution

Description:

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.

Key Features:

• 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.
• 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.

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