|
Press Release |
|||
|
"Controlling Costs" Remains a Top Challenge for Contact Centers, According to a Recent Survey Conducted by eOn CommunicationsContact Center Managers Predict Expansion of Multi-Media Contact Centers Through 2005ATLANTA (September 9, 2002) - eOn Communications Corporation(tm) (NASDAQ: EONC), a leading provider of unified voice, e-mail and Web-based communications systems and software, announced findings of a recent survey taken at its annual Users Group Conference. The results show that 75 percent of contact center managers polled see "controlling costs" as the main challenge facing contact centers industry-wide in the year. Also remaining at the top of the list of challenges that contact center managers will face in the next 12 months are: finding ways to increase customer satisfaction; decreasing agent turnover; and, measuring ROI in a meaningful way to show bottom-line results. Of the respondents whose contact centers are not already multi-media enabled, approximately 50 percent indicated that they plan to expand their centers' technology capabilities by 2004 by implementing e-mail and Web chat tools in their contact center. In addition, more than half of the respondents believe the call center industry, as a whole, will successfully transform itself into a true multi-media contact center environment by 2005. Conducted as part of an ongoing measurement of the contact center marketplace, this study is comprised of responses from attendees at the recently concluded eOn 2002 Users Group Conference. The survey represents the views of contact center managers from the numerous industries that eOn serves, including: service bureaus; banking and finance; retail and catalogue sales; utilities and consumer services; telecommunications; transportation and hospitality; and, government operations including emergency 911. The eOn Users Group is independently operated by a collection of sophisticated contact center operators who use eOn's eQueue® Multi-Media Contact Center Solution. "Controlling costs while increasing customer satisfaction has always been the backbone of call center success; now more than ever contact center managers are looking for immediate ROI to justify contact center expenditures," said Kelly Bevan, eOn's vice president and chief marketing officer. "We are encouraged that our user community are also focused on implementing programs to better serve their customers." Bevan concluded, "Advanced technology, such as our eQueue solution, provides contact center managers with many benefits, such as the ability to more quickly respond to customer requests, and more effectively communicate with customers and agents. Even more importantly in today's market, technology offers users a true lower total cost of ownership." About eOn eQueue® Multi-Media Contact Center Solution The eOn eQueue® is a multi-media contact center offering 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 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. The benefits of using an eQueue are improved customer service and loyalty, increased agent productivity and lower cost of ownership. About eOn Communications* eOn Communications Corporation(tm) (NASDAQ: EONC) 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. To find out more information about eOn Communications and its solutions, visit the World Wide Web at www.eoncommunications.com or call 800-955-5321. Note: This press release may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements involve risks and uncertainties, including technical and competitive factors, which could cause the Company's results and the timing of certain events to differ materially from those discussed in the forward-looking statements. Such risks are detailed in eOn Communications Corporation's most recent Form 10-K filing with the Securities and Exchange Commission. eOn Communications Corporation, the marks eOn and eQueue are trademarks of eOn Communications Corporation. All other trademarks mentioned in this document are the property of their respective owners. Editorial Contact: Star VanderHaar Senior Manager for eOn Communications 678.597.3318 svanderhaar@abovomarketing.com top of page |
|||