eOn Communication Announces eQueue OutBound at ICCM Conference & Exposition (email this article)

eOn Communications Corporation™ (NASDAQ: EONC) (Company Profile, Past Stories, Case Studies), a leading provider of unified voice, e-mail and Web-based communications systems and software, announced eQueue® Outbound the latest addition to its eQueue Multi-Media Contact Center Solution this week at the International Call Center Management (ICCM) Conference and Exposition in Chicago Illinois. eQueue OutBound adds extensive outbound dialing capabilities to the industry’s most comprehensive contact center solution, including advanced predictive dialing algorithms engineered to assure compliance with the new Telemarketing Sales Rule (TSR) regulations implement by the Federal Trade Commission.

      eQueue OutBound represents a compelling alternative to stand-alone predictive dialing systems for contact centers with proactive customer service, telemarketing, collections or other outbound applications.  The integrated design allows contact center managers to use common call routing, performance monitoring and management reporting tools for both inbound and outbound applications.  eQueue OutBound also provides unique inbound/outbound call blending capabilities, that previously could not be achieved without extensive and costly integration projects with stand-alone predictive dialing systems. Calls that are launched from the outbound application are delivered to agents along with other inbound contacts using skills based routing. Therefore, call blending can be achieved on a call by call basis which will significantly improve agent productivity and enhance customer service.
eQueue OutBound is very flexible and supports many different outbound dialing modes. Preview dialing, allows agents to automatically dial calls after viewing the contact information and with progressive dialing the eQueue system will automatically dial the call when an agent is available. Predictive dialing uses a sophisticated pacing algorithm to determine when to dial calls in anticipation of an agents becoming available. eQueue pacing technology allows companies to create calling strategies that both ensure regulatory compliance and achieve optimum productivity, and uses many parameters including agent talk time, historical answer rates, and inbound call demand.

The eQueue OutBound Campaign Manager software provides for easy control and management of call lists & outbound campaigns. Companies can create dialing strategies to meet their business goals, change dialing plans and establish  campaign management objectives.  

"The launch of eQueue OutBound further demonstrates our continued efforts to be the recognized leader in providing comprehensive contact center solutions," said Kelly Bevan, eOn's vice president and chief marketing officer.  "The addition of an outbound dialing capability that is fully integrated with all other eQueue applications will give blended contact center environments an unmatched ability to achieve the highest level of agent productivity and customer service."

eQueue OutBound can be used for as few as 10 agents to thousands of agents and will be supported by eQueue Release 5 software.    


About eOn eQueue® Multi-Media Contact Center Solution
The eOn eQueue® is a multi-media contact center solution 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, workforce management 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™ (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 mark eOn, and eQueue are trademarks of eOn Communications Corporation.
All other trademarks mentioned in this document are the property of their respective owners.