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eOn Communications Selected to Power Customer Contact Center For National Scrip CenterMulti-Media Contact Center Solution to Enable Enhanced Service And Future Growth for Nation's Largest Gift Certificate/Gift Card-Based Fundraising OrganizationATLANTA, Nov. 21 /PRNewswire-FirstCall/ -- eOn Communications Corporation(TM) (Nasdaq: EONC - News), a leading provider of unified voice, e-mail and Web-based communications systems and software, is implementing its eQueue® Multi-Media Contact Center Solution to power the contact center for National Scrip Center (NSC), a nonprofit organization whose mission is to help other nonprofits raise funds. NSC, the largest scrip development and fulfillment center in the world, successfully raised $15 million in fiscal year 2001 alone for nonprofits and over $170 million net in its fourteen-year history. Today, NSC serves 8,600 nonprofits nationwide, including schools, religious organizations, clubs, community support groups and hospitals. NSC has developed a fundraising strategy built on certificates (Traditional Scrip(TM)) and MasterCard® credit cards (CardScrip(TM)) that are used to raise money on behalf of nonprofits. NSC also works with corporate customers to improve business performance and employee morale while supporting charities through gift certificates and card use. NSC's customer contact center must ensure the highest level of customer service and efficiency as its representatives enroll organizations into a program, fulfill orders and answer member questions. Through advanced routing, interactive voice response (IVR) and comprehensive reporting capabilities, the eQueue will help reduce customer hold times, improve operational efficiency and enhance agent productivity, as well as provide a platform for future growth. "The phones are our storefront -- since our older call center system was regularly experiencing outages and could not handle our planned growth, we immediately started searching for a more sophisticated technology solution to enhance customer service and meet our growing needs," said David Carrithers, National Scrip Center's chief executive officer and president. "We selected eOn's eQueue solution because of its proven reliability and scalability, as well as the ability to easily add functionality such as remote agent and e- mail management. We selected eOn because of its responsiveness. Our peak season begins in mid October, and we needed a new solution up and running quickly." The eQueue's advanced skills-based contact routing and IVR capabilities will enable NSC to route customer contacts to agents based on the specific campaigns they are assigned, ensuring that customers are directed to the most appropriate, available agent. The eQueue's comprehensive reporting capabilities will ensure that NSC can track and analyze customer interaction data in both real-time and historical formats. Contact center managers can better monitor the status of all agents and contacts to effectively track agent performance and customer activity, as well as easily identify customer contact patterns and trends. As another way to improve customer service and contact center efficiency, NSC plans to utilize remote agents when customer hold times exceed an established threshold. When this situation occurs, the eQueue will detect which customers have been on hold for the designated amount of time and automatically route them to agents working outside the NSC contact center. "By working closely with the NSC team, eOn is providing a comprehensive solution with the advanced capabilities needed to enhance service and efficiency -- and that can easily handle NCS's future communications needs," said Troy Lynch, eOn's president and chief executive officer. "eOn is committed to delivering proven solutions to our customers that enable the highest levels of customer service while providing a lower total cost of ownership. We are pleased that NSC has selected the eQueue as its customer interaction management solution, and we look forward to continuing to provide sophisticated solutions as NSC grows their charity support in the years to come." In the future, NSC plans to add e-mail and Web chat management capabilities to their contact center in order to provide its customers with additional methods of interaction. By managing e-mail, Web chat and voice with the eQueue's universal queue, NSC's service representatives will be able to efficiently interact with its customers regardless of the media. 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(TM) eOn Communications Corporation(TM) 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. About National Scrip Center National Scrip Center (NSC), a nonprofit fundraising organization based in Santa Rosa, Calif., helps other nonprofit organizations effectively raise funds by providing a variety of fundraising products, programs and services. Since its inception 14 years ago, NSC has helped its nonprofit affiliates raise more than $170 million net; $40 million of that amount was raised in the last two years. NSC charges nothing to join or participate in its programs. For more information about NSC, visit www.nationalscripcenter.org or call 1- 800-538-1222. 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: Heather Pitts eOn 770-423-2228 Hpitts@eoncc.com top of page |
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